AccountId: 011433970860
ContactId: aad26865-b6eb-4695-bbee-ffe97083fd70
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 239440 ms
Total Talk Time (AGENT): 84376 ms
Total Talk Time (CUSTOMER): 96207 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/aad26865-b6eb-4695-bbee-ffe97083fd70_20250307T15:04_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. I'm sorry, what was your name?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] Good morning [PII]. My name is [PII] and I'm calling from a hospital, Mount Sinai Medical in [PII]. I need to verify coverage for a patient we have in common, please.
[AGENT][NEUTRAL] OK, I can help you um with eligibility for a patient Ms. [PII], what is your callback number just in case our call gets disconnected?
[CUSTOMER][NEUTRAL] [PII]. Sorry.
[AGENT][NEUTRAL] Thank you, that's OK and what is the patient's name, date of birth and policy number?
[CUSTOMER][NEUTRAL] Policy number, I'm sorry, 01879285.
[CUSTOMER][NEUTRAL] Patient's name is [PII] or [PII] [PII], 101,670.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, let me repeat the um policy number to make sure I've got it correct. 01879285.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, that is not pulling up.
[AGENT][NEUTRAL] The number that you gave me for [PII].
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] With date of birth [PII].
[AGENT][NEUTRAL] Do you see another number?
[CUSTOMER][NEUTRAL] Hold on, let me see if we have a copy of the insurance card because this was given to us with over the phone.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, insurance car APL.
[CUSTOMER][NEUTRAL] Let me see, she scanned her ID.
[CUSTOMER][NEUTRAL] Oh, we don't have a copy of the insurance card.
[CUSTOMER][POSITIVE] 018, yes, I'm sorry.
[AGENT][NEUTRAL] Can you
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Can you spell the first and last, thank you. Can you spell the first and last name for me, please?
[CUSTOMER][POSITIVE] Bless you.
[CUSTOMER][NEUTRAL] First name is [PII]. Last name and that is hyphenated. That is [PII]
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And then [PII]
[AGENT][NEUTRAL] OK, let me see if I can search by name before we give up here, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEGATIVE] No, I'm not finding her.
[AGENT][NEUTRAL] Or him with that date of birth.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEGATIVE] Nothing OK.
[CUSTOMER][NEUTRAL] How much we can do, let me call the patient.
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][POSITIVE] Thank you so much I really appreciate your help.
[AGENT][POSITIVE] OK, alright, and once you get it, go ahead and call back. Oh, it's no problem. Once you get it, go ahead and call back and we'll go ahead and verify her eligibility and benefits for you.
[CUSTOMER][POSITIVE] Will do thank you so much I really appreciate your help.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're welcome, [PII]. You have a good day and thanks for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you you too great weekend bye bye.
[AGENT][NEUTRAL] You too bye bye.