AccountId: 011433970860
ContactId: c1a18a06-3948-4eec-bb8f-a34c952fddb7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 106080 ms
Total Talk Time (AGENT): 35969 ms
Total Talk Time (CUSTOMER): 55965 ms
Interruptions: 0
Overall Sentiment: AGENT=3.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/c1a18a06-3948-4eec-bb8f-a34c952fddb7_20250207T17:22_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, good afternoon, [PII]. My name is [PII]. I'm calling from Mount Sinai Medical Center. How are you today?
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][NEUTRAL] Good good good I was calling because um I need to check um eligibility and benefits on a patient who is currently enrolled on your APL and um she is here in the emergency room as an outpatient to do two X-rays.
[AGENT][POSITIVE] OK, I'd be happy to assist with benefits and eligibility. Um, can you spell your first name and your last initial?
[CUSTOMER][NEUTRAL] [PII], yes, [PII]
[AGENT][POSITIVE] OK, and [PII], if I can get a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] The initial of my last name is [PII].
[AGENT][NEUTRAL] Thank you for that. And what is the policy number?
[CUSTOMER][NEUTRAL] 02563056 ML 7
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] First name [PII], last name [PII].
[CUSTOMER][NEUTRAL] Um, date of birth [PII].
[AGENT][POSITIVE] Thank you for that information.
[AGENT][NEUTRAL] Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII], and I do show for outpatient the per day maximum is $1000.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK dokey.
[CUSTOMER][POSITIVE] All right, thank you so much that's all I needed to know.
[AGENT][POSITIVE] Thank you for calling APL you have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.