AccountId: 011433970860
ContactId: 9af7d801-a63a-4772-ab15-ec844204d899
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 103370 ms
Total Talk Time (AGENT): 26246 ms
Total Talk Time (CUSTOMER): 57932 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/9af7d801-a63a-4772-ab15-ec844204d899_20250624T13:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, good morning, Miss [PII]. This is [PII]. I'm calling from Mount Sinai Medical Center. I have one of your insured here, and I was calling to verify benefits, please.
[AGENT][POSITIVE] OK, I can help you with benefits, [PII]. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII].
[AGENT][NEUTRAL] OK, thank you. And what's the policy number for that patient?
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] OK 02473156 M as in mother, L as in Lima, the number 8.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Ms. [PII], date of birth is [PII].
[AGENT][NEUTRAL] Well, it looks like this policy terminated on 4-1-2024.
[CUSTOMER][NEUTRAL] To say turn 41-2024, you don't have another card.
[CUSTOMER][NEUTRAL] You say it turned on that date?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] 412024 while her card says effective date [PII].
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh, she'd have to check with her, uh, human resources at her employer.
[CUSTOMER][POSITIVE] Wow.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and you, and you couldn't look up to see if there was another card issued with her just her name and date of birth?
[AGENT][NEUTRAL] Yes, I, I did.
[CUSTOMER][NEUTRAL] I would have to have the policy.
[AGENT][NEUTRAL] I, I look to see, uh-huh, yeah, we don't have anything.
[CUSTOMER][NEUTRAL] Oh, you did look to see
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I'll let her know thank you so much bye bye.