AccountId: 011433970860
ContactId: ccf413f7-a860-453a-b377-92b639ce9bd6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 127269 ms
Total Talk Time (AGENT): 40450 ms
Total Talk Time (CUSTOMER): 75822 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/ccf413f7-a860-453a-b377-92b639ce9bd6_20250227T17:22_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, yes, my name is [PII]. I'm calling from Mount Sinai Medical Center. Wanted to verify patients eligibility.
[AGENT][NEUTRAL] OK, I can verify eligibility for you and Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] It is 02140683.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] Is it [PII] or [PII]?
[CUSTOMER][NEUTRAL] Is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, I'm showing her effective date is [PII] and the policy is active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You said her birthday is?
[AGENT][NEUTRAL] No, her effective date is [PII].
[CUSTOMER][NEUTRAL] Oh, I was like, hold on, I was like.
[CUSTOMER][NEGATIVE] You know what it is? It, it took, it's actually that email that I had early this morning just messed up my mental right there. My anxiety went through the roof. I was like, I'm done. You just messed me up for the rest of the day. And from that, it was slowly going on like a domino effect, so I was like, I'm done.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, it happens, I understand.
[CUSTOMER][NEGATIVE] No, I'm struggling trying to get through and that's what this is.
[CUSTOMER][POSITIVE] Oh my goodness.
[CUSTOMER][NEUTRAL] OK, thank you again. What was your name?
[AGENT][NEUTRAL] Uh, it's [PII], last initial [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you very much I appreciate it.
[AGENT][POSITIVE] You're welcome and thank you for calling APL Miss [PII]. Have a great day.
[CUSTOMER][NEUTRAL] You too. Alright, bye now.
[AGENT][NEUTRAL] Bye.