AccountId: 011433970860
ContactId: 242efb55-c41c-44bc-8308-56f91d4346c1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 127580 ms
Total Talk Time (AGENT): 58808 ms
Total Talk Time (CUSTOMER): 49507 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/242efb55-c41c-44bc-8308-56f91d4346c1_20250324T18:52_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Mount Sinai Medical Center in [PII]. I have a patient that has APL insurance as secondary. I need to verify if that policy is active as of when.
[AGENT][NEUTRAL] OK, I'm happy to verify eligibility. What's the patient's policy number?
[CUSTOMER][NEUTRAL] 1146364 ML5
[AGENT][NEUTRAL] Thank you, [PII]. And then do you have a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure [PII].
[AGENT][NEUTRAL] All right. Thank you. And then if I can get the patient name and date of birth?
[CUSTOMER][POSITIVE] Thanks
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[AGENT][NEUTRAL] Thank you. So the patient is active. The effective date, let's see. Actually, one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Uh, so the effective date for the active policy is [PII]. It is a different policy number. Do you need that?
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] OK, so the active policy number is 024657887.
[CUSTOMER][NEUTRAL] Let me repeat that. 024657887?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, and can I have a call reference number?
[AGENT][NEUTRAL] Mhm. Call references my name with my last initials in today's date. My name again is [PII]. Last initial is [PII].
[CUSTOMER][NEUTRAL] Hello
[CUSTOMER][NEUTRAL] Mm, the today's date [PII].
[AGENT][NEUTRAL] Yes, ma'am. Mhm.
[CUSTOMER][NEUTRAL] [PII] and it's [PII] with an [PII] at the end?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, thank you so much you have a wonderful day.
[AGENT][NEUTRAL] You as well. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.