AccountId: 011433970860
ContactId: 5fdf0730-ba03-4d13-a4c6-05fea85be65e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 157020 ms
Total Talk Time (AGENT): 70698 ms
Total Talk Time (CUSTOMER): 53682 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/5fdf0730-ba03-4d13-a4c6-05fea85be65e_20250327T18:59_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. Hi [PII]. My name is [PII]. I'm calling from Mount Sinai, uh, Hospital in [PII]. I have a patient that was seen in the emergency room and gave us a card for APL. I need to verify if the policy is active as of when.
[AGENT][NEUTRAL] Sure, OK, I could check that eligibility for you. I'm sorry, you said your name was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, can I get a good call back number from you first in case we're disconnected please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, it is 02465633 M for Mary, L for Louis, number 7.
[AGENT][NEUTRAL] OK, and what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that, ma'am. Uh, this policy terminated [PII]. If you'll give me one moment, see if they have one that's active, it might just be a different policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so she does have one that is currently active. Uh, let me know when you're ready. I'll give you that policy number.
[CUSTOMER][NEUTRAL] What is it?
[AGENT][NEUTRAL] It is 01
[AGENT][NEUTRAL] 65.
[CUSTOMER][NEUTRAL] I'm sorry, I didn't hear you.
[AGENT][NEUTRAL] Oh, sorry.
[AGENT][NEUTRAL] Are you ready?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, 0165.
[AGENT][NEUTRAL] 9591.
[CUSTOMER][NEUTRAL] 01659591
[AGENT][NEUTRAL] Correct, it looks like this was an older one that she had just reactivated. Uh, this effective date was [PII], and again it is currently active.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Of [PII].
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, can I have a call reference number?
[AGENT][NEUTRAL] Reference number would just be my first name, last initial, and today's date. So my name is spelled [PII] Was there anything else I could help you with?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] No, that's all thank you so much you have a good day.
[AGENT][POSITIVE] Great, yeah, thanks for calling APO. You too, bye bye.