AccountId: 011433970860
ContactId: aae895ed-5dbb-4bca-897e-9edd01f0222c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 157360 ms
Total Talk Time (AGENT): 56601 ms
Total Talk Time (CUSTOMER): 91460 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/aae895ed-5dbb-4bca-897e-9edd01f0222c_20250325T20:59_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, uh, good afternoon. I'm [PII]. I'm calling from Mount Sinai Hospital.
[AGENT][NEUTRAL] I'm sorry, I didn't catch your name. Can you repeat that for me, please?
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] Um [PII]
[CUSTOMER][NEUTRAL] Theman Sinai Hospital. Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, [PII], may I have a good
[CUSTOMER][NEUTRAL] I need to know.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, I need to know about the patient.
[AGENT][NEUTRAL] Eligibility
[CUSTOMER][NEUTRAL] Yeah, sensibility.
[AGENT][NEUTRAL] OK, I can help you with the eligibility. May I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Mhm. [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Um 017.
[CUSTOMER][NEUTRAL] 95
[CUSTOMER][NEUTRAL] 249.
[CUSTOMER][NEUTRAL] M 8.
[AGENT][NEUTRAL] Thank you. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]. It's [PII] Your last name is [PII] Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment, and I am showing that the policy.
[CUSTOMER][POSITIVE] I just love.
[AGENT][NEUTRAL] The policy is active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, so this is active.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, may I know, may I know your name, um, if you have a reference number?
[AGENT][NEUTRAL] Yes, so there's no call reference number, but you can use my name in today's date. The first initial to my last name is [PII].
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Uh, uh, the name, yes, your name?
[AGENT][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] My name is
[CUSTOMER][NEUTRAL] Uh, your name, sorry.
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][POSITIVE] OK. Thank you very much, [PII]. Have a good night. Bye-bye. Thank you.
[AGENT][POSITIVE] You're very welcome, [PII]. Was there anything else I could assist with?
[CUSTOMER][POSITIVE] Uh, no, thank you. That's it. Thank you very much. Appreciate it. Bye-bye.
[AGENT][POSITIVE] All right, thanks for calling APL. Bye-bye.