AccountId: 011433970860
ContactId: 601ab00d-8682-45f9-b15c-a63755325135
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 98349 ms
Total Talk Time (AGENT): 26725 ms
Total Talk Time (CUSTOMER): 42921 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/601ab00d-8682-45f9-b15c-a63755325135_20250121T13:52_UTC.wav
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[AGENT][NEUTRAL] For calling this is.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Yes, hi, good morning. I'm calling from Mount Sinai Medical Center, and I'm calling to see if I could verify eligibility for a member.
[AGENT][NEUTRAL] OK. And your name?
[CUSTOMER][NEUTRAL] It's [PII] like the state?
[AGENT][NEUTRAL] OK, what's the policy number, [PII]?
[CUSTOMER][NEUTRAL] It's gonna be 02447054 ML7.
[AGENT][NEUTRAL] And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]'s date of birth is [PII].
[AGENT][NEUTRAL] OK. Thank you for that information, [PII], and we're just checking eligibility.
[CUSTOMER][NEUTRAL] Yes, for the supplemental plan.
[AGENT][NEUTRAL] OK, so I'm showing the policy effective date is [PII]. Uh the policy is active at this time.
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] Any other questions?
[CUSTOMER][POSITIVE] No, that's it thank you so much.
[AGENT][POSITIVE] Uh, you're welcome, [PII]. Thanks for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thanks you too bye bye.
[AGENT][NEUTRAL] So