AccountId: 011433970860
ContactId: 65cc8319-9f1f-4d68-87fd-c5929045ce40
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 135740 ms
Total Talk Time (AGENT): 40687 ms
Total Talk Time (CUSTOMER): 53324 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/65cc8319-9f1f-4d68-87fd-c5929045ce40_20250305T16:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII]. I'm calling from Mount Sinai Medical Center calling to verify patient eligibility.
[AGENT][NEUTRAL] OK, and I can help you, [PII]. What's the policy number and a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Um, policy number is.
[CUSTOMER][NEUTRAL] 02052160
[CUSTOMER][NEUTRAL] Phone number?
[AGENT][NEUTRAL] And what is the patient?
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Oh, OK. One thing at a time sorry.
[AGENT][NEUTRAL] Yeah, yeah, go ahead and give me the phone number.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] The patient name is [PII].
[AGENT][NEUTRAL] And her date of birth?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Thank you for that information, [PII] and we're just verifying the eligibility dates today.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] All right. I have that information for you. I'm showing an effective date of [PII]. Policy is active at this time. And anything else I can assist with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] The type of coverage, um, it is.
[AGENT][NEUTRAL] The type of policy?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] It is a.
[AGENT][NEUTRAL] Supplemental gap plan. It's a Metlink plan.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Awesome.
[CUSTOMER][NEUTRAL] I know no authors required.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] All [PII]. I appreciate that.
[AGENT][POSITIVE] All right, [PII], no other questions, thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye now.
[AGENT][NEUTRAL] Bye bye.