AccountId: 011433970860
ContactId: baaab03f-b77e-4483-b14c-4e18ad3c074c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 134789 ms
Total Talk Time (AGENT): 59251 ms
Total Talk Time (CUSTOMER): 49834 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/baaab03f-b77e-4483-b14c-4e18ad3c074c_20250305T14:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. Good morning. My name is [PII]. I'm calling you from Mount Sinai Medical Center. Um, I'm trying to get coverage, um, eligibility and benefits for a member.
[AGENT][NEUTRAL] I can verify benefits and eligibility. [PII], may I have a policy number?
[CUSTOMER][NEUTRAL] Uh, yes.
[CUSTOMER][NEUTRAL] Um, it is 0205.
[CUSTOMER][NEUTRAL] 2160 M as in Mary, L as in Lion 7
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, first name is [PII] and my last name is [PII], [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim. This policy is effective [PII] and it is active.
[AGENT][NEUTRAL] Which benefit can I provide for you?
[CUSTOMER][NEUTRAL] Um, inpatient hospital benefits.
[AGENT][NEUTRAL] Inpatient calendar year allows $6600.
[CUSTOMER][NEUTRAL] Uh, say that again.
[AGENT][NEUTRAL] Inpatient calendar year allows $6600.
[AGENT][NEUTRAL] This plan will pick up the copays, the co-insurance, and our deductibles up to the benefit amount.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, do you have reference number?
[AGENT][NEUTRAL] Yes, it will be my name, which is [PII]. Last initial is [PII] along with today's date.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] [PII], you're so welcome and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] Yeah bye.