AccountId: 011433970860
ContactId: bd3396dd-13a8-4275-8769-2d498aa22f62
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 111790 ms
Total Talk Time (AGENT): 29849 ms
Total Talk Time (CUSTOMER): 60590 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/bd3396dd-13a8-4275-8769-2d498aa22f62_20250430T13:51_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Mount Sinai Medical Center. Want to verify patients eligibility.
[AGENT][NEUTRAL] OK, [PII], do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Um, yes, I have it as 016592.
[CUSTOMER][NEUTRAL] Oh never mind, let me start again is 02505698M07.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what's that patient's name?
[CUSTOMER][NEUTRAL] One [PII].
[AGENT][NEUTRAL] And the date of birth
[CUSTOMER][NEUTRAL] I missed that. The phone went out when you had spoke. What was that again?
[AGENT][NEUTRAL] The date of birth
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you were just needing benefits?
[CUSTOMER][NEUTRAL] Um, eligibility.
[AGENT][NEUTRAL] OK, I can help you with that. The effective date was [PII]. The policy is active.
[CUSTOMER][NEUTRAL] OK, I know this is a gap cover, so that's why it's like it, it doesn't make sense to go further.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][POSITIVE] Thank you very much for assisting me. I appreciate it.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] You too bye now.
[AGENT][POSITIVE] Thank you. Bye-bye.