AccountId: 011433970860
ContactId: 711bebf8-e153-42a7-8eb8-e5355c91e221
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 96860 ms
Total Talk Time (AGENT): 26490 ms
Total Talk Time (CUSTOMER): 35879 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/711bebf8-e153-42a7-8eb8-e5355c91e221_20250218T15:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. My name is [PII]. I'm calling from Mount Sinai Medical Center. I was calling to check benefits for one of our patients coming in.
[AGENT][NEUTRAL] May I have a callback number and then the policy number?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] The policy number is 1130628ML5.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII].
[AGENT][NEUTRAL] And you're calling in for benefits for this member?
[CUSTOMER][NEUTRAL] Yes, for outpatient um hospital.
[AGENT][NEUTRAL] OK, I'm pulling this information up for you now.
[AGENT][NEUTRAL] And for this policy, it is showing that it's no longer active. The term date is [PII].
[CUSTOMER][NEUTRAL] [PII]. No other um insurance on file?
[AGENT][NEUTRAL] No other active policy.
[CUSTOMER][POSITIVE] OK, thank you [PII] have a good day.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day as well.
[CUSTOMER][NEUTRAL] Uh