AccountId: 011433970860
ContactId: 3c707d1c-1fa1-4a8e-905e-e96d71398a35
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 118739 ms
Total Talk Time (AGENT): 44292 ms
Total Talk Time (CUSTOMER): 55009 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/3c707d1c-1fa1-4a8e-905e-e96d71398a35_20250113T20:23_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I'm calling from New York Presbyterian in regards to a patient that will be seen in our office. I just wanted to confirm the patient's eligibility. Are you able to assist me with that?
[AGENT][POSITIVE] I can help you spell your first name for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and you're checking eligibility, correct?
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] And the policy number and a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] OK, phone number is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And the patient's plan ID is 02185136.
[AGENT][NEUTRAL] OK. Can we um verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], and she is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that information.
[AGENT][NEUTRAL] OK, so I show up a policy effective date of [PII].
[AGENT][NEUTRAL] This policy is no longer active as of [PII], and I do not show active coverage for this uh family.
[AGENT][NEUTRAL] At this time?
[CUSTOMER][NEUTRAL] 1010 10124.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Any other questions, [PII]?
[CUSTOMER][NEUTRAL] OK, no, I just need a reference number for our call today or whatever you guys go by.
[AGENT][NEUTRAL] You'll use my name in today's date, [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And first initial last name is [PII]
[AGENT][NEUTRAL] As in [PII].
[CUSTOMER][POSITIVE] All right. All right, thank you, [PII], have a good one. Take care.
[AGENT][POSITIVE] You too. Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Bye bye.