AccountId: 011433970860
ContactId: ae3f0027-a167-4cbe-b95e-5e6bed48b11c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122489 ms
Total Talk Time (AGENT): 63068 ms
Total Talk Time (CUSTOMER): 51708 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/ae3f0027-a167-4cbe-b95e-5e6bed48b11c_20250228T21:56_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi. Um, I was just trying to verify this patient's, um, effective date with APL and to get the claim address.
[AGENT][POSITIVE] OK, sure. I can assist you with the eligibility. And may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. I'm calling from Mount Sinai Medical Center and the callback number is [PII].
[AGENT][NEUTRAL] OK, and may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Uh, OK. I have member ID number 02441483.
[AGENT][NEUTRAL] OK, thank you. And may I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] I have a patient's name is [PII].
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][NEUTRAL] Thank you. OK, we have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plans for the major medical, and the address to submit claims is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] [PII]. OK, great. And what was your name?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] My name is [PII]. That's [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, and do you have a reference number for this call, so?
[AGENT][NEUTRAL] We don't have reference numbers you can use my name in today's name.
[CUSTOMER][NEUTRAL] We don't have
[CUSTOMER][POSITIVE] OK, great. Thank you so much, so that's all I needed.
[AGENT][POSITIVE] You're wel you're welcome, Ms. [PII]. Thank you for calling EPO. Have a good weekend.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.