AccountId: 011433970860
ContactId: 96bda140-683f-4986-92a0-16907ef20168
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 99699 ms
Total Talk Time (AGENT): 48550 ms
Total Talk Time (CUSTOMER): 36518 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/96bda140-683f-4986-92a0-16907ef20168_20250110T13:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. My name is [PII]. I'm calling from Mount Sinai Medical Center, uh, to verify gap coverage.
[AGENT][NEUTRAL] OK, spell your first name for me, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and this is for outpatient hospital or facility. And if I can get the patient's policy number?
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] 0166528
[CUSTOMER][NEUTRAL] No, 5 after the 5208 ML 7.
[AGENT][NEUTRAL] OK, so the numbers before the letter M, I have 01665208.
[CUSTOMER][NEUTRAL] I think that's all.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] Thank you for that information, [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Showing a policy effective date of [PII].
[AGENT][NEUTRAL] I do show the policy is active at this time.
[AGENT][NEUTRAL] And the maximum outpatient benefit is up to $400 per calendar day.
[AGENT][NEUTRAL] And information provided is verification, not a guarantee of payment. And did you have any other questions, [PII]?
[CUSTOMER][POSITIVE] Uh, no, that would be it, thank you.
[AGENT][POSITIVE] Oh, you're welcome and thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Same to you. Goodbye.
[AGENT][NEUTRAL] Bye bye.