AccountId: 011433970860
ContactId: 56537b2a-e225-421e-8eb0-580e374c265e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112550 ms
Total Talk Time (AGENT): 34114 ms
Total Talk Time (CUSTOMER): 28469 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/56537b2a-e225-421e-8eb0-580e374c265e_20250408T14:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. This is [PII] from Mount Sina. I need to check benefits on a secondary insurance.
[AGENT][NEUTRAL] OK, [PII], I can help you with eligibility. Do you have a good policy number for the patient?
[CUSTOMER][NEUTRAL] Yes it's 024.
[CUSTOMER][NEUTRAL] 15262 ML 8.
[AGENT][NEUTRAL] OK, and can I get a good call back number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] I show the policy is effective [PII] and it is currently active.
[CUSTOMER][NEUTRAL] OK, how much is available for outpatient?
[AGENT][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] OK, that's not a guarantee of payment basic outline on the policy.
[AGENT][NEUTRAL] And she has
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Wait just a moment.
[AGENT][NEUTRAL] So for outpatient she has a benefit of $250 per calendar day.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Like