AccountId: 011433970860
ContactId: 89dac085-daf3-4e80-bf59-298e6c3253d0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 138699 ms
Total Talk Time (AGENT): 72910 ms
Total Talk Time (CUSTOMER): 65657 ms
Interruptions: 2
Overall Sentiment: AGENT=1.8, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/89dac085-daf3-4e80-bf59-298e6c3253d0_20250129T21:05_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Mount Sinai Medical Center calling to verify patients eligibility and the final authorization as required.
[AGENT][NEUTRAL] OK, sure. I can assist you with the eligibility or authorization information, Miss [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] 025.
[CUSTOMER][POSITIVE] This is right, yep, I'm sorry.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I had a moment. I was like, wait, I'm doing one thing. I was like, wait, is it the right one? I'm sorry, so it's um.
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] It's
[CUSTOMER][NEUTRAL] 02563055
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I know I'm missing the letters at the end unless that's good enough, OK.
[AGENT][POSITIVE] Oh no, it's fine. We don't need that. Yeah, that's good enough. We don't need that yeah thank you.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] All right. And may I have the name and date of birth of the patient, Miss [PII]?
[CUSTOMER][NEUTRAL] [PII], something like that, um, [PII].
[AGENT][NEUTRAL] Mhm. Yeah.
[AGENT][NEUTRAL] All right, thank you, Miss [PII]. All right, so, and what type of service is being rendered for authorization?
[CUSTOMER][NEUTRAL] It is for inpatient.
[AGENT][NEUTRAL] Patient
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, impatient.
[AGENT][NEUTRAL] All right. It looks like um we have uh one of the secondary supplemental plan for the major medical for this member and the effective date of the policy is [PII] and it is active at the moment. Authorization is not going to be required or needed because this is just a secondary policy.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Got it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, is
[CUSTOMER][POSITIVE] Thank you for letting me know.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, that seems to be it.
[AGENT][POSITIVE] All right. Well, thank you for calling APL. You have a good afternoon, Ms. [PII].
[CUSTOMER][POSITIVE] You too. Have a good one. Bye.
[AGENT][POSITIVE] Thank you. You too. Bye-bye.