AccountId: 011433970860
ContactId: 64277482-c4be-4ed8-bcf3-5e647eec9953
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 136660 ms
Total Talk Time (AGENT): 51283 ms
Total Talk Time (CUSTOMER): 63203 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/64277482-c4be-4ed8-bcf3-5e647eec9953_20250410T16:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, I'm just calling to try and, um, get, uh, benefit, uh, eligibility or to confirm eligibility.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Sure, I can check eligibility and benefits for you. What was your name?
[CUSTOMER][NEUTRAL] My name is [PII] and I'm calling from Mount Sinai Medical Center in [PII].
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Absolutely. It's uh [PII].
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] I do. It is gonna be 02447054.
[CUSTOMER][NEUTRAL] M like Mary, L like Lima 7.
[AGENT][NEUTRAL] OK, and then what was the name and date of birth for the member?
[CUSTOMER][NEUTRAL] Her first name is [PII] and her last name is [PII]. It's [PII]
[CUSTOMER][NEUTRAL] And her date of birth is [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying [PII]. So this policy is active. Effective date was [PII], and this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and so that was still present so still active.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty, thank you so much. I appreciate it. Um, is there a call reference number?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] It would just be my first name, last initial, and today's date. Uh, so my name is spelled [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] No, that should be it. Thank you sir have a good day.
[AGENT][NEUTRAL] OK, yeah, you too, bye bye.
[CUSTOMER][POSITIVE] Thanks bye bye.