AccountId: 011433970860
ContactId: 2d2712c2-e7e0-4b0e-8c99-ed42712adee7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 107389 ms
Total Talk Time (AGENT): 28791 ms
Total Talk Time (CUSTOMER): 44451 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/2d2712c2-e7e0-4b0e-8c99-ed42712adee7_20250115T22:31_UTC.wav
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[AGENT][NEUTRAL] For calling ATL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from Mount Sinai Medical Center. I need to verify a member's policy, please.
[AGENT][POSITIVE] I'd be happy to assist with eligibility today [PII], if I get a good call back number for you.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Yeah, I don't even know if this is right, but I have two different policy numbers here. Um, the first one they gave me is 02266805.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. Now I do show this policy lapsed on [PII].
[CUSTOMER][NEUTRAL] OK, it's no other policy on file?
[AGENT][NEUTRAL] No.
[AGENT][NEGATIVE] Not active no.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That's why I wasn't sure. OK. So it's inactive. All right. Thank you so much.
[AGENT][NEUTRAL] Is there anything else I could
[CUSTOMER][POSITIVE] Have a good one.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] No, that was it. Thank you.
[AGENT][POSITIVE] Thank you for APO. Have a good day.
[CUSTOMER][NEUTRAL] Bye-bye.