AccountId: 011433970860
ContactId: d3cb5a5f-ef91-4fc5-965b-6ff182235d02
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 155070 ms
Total Talk Time (AGENT): 66691 ms
Total Talk Time (CUSTOMER): 74100 ms
Interruptions: 2
Overall Sentiment: AGENT=1.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/d3cb5a5f-ef91-4fc5-965b-6ff182235d02_20250602T16:11_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. This is [PII]. I'm calling from Mount Sinai Medical Center. Um, uh, I'm trying to verify a gap insurance for a patient.
[AGENT][POSITIVE] OK, I can help you with that. Could I get your name again?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], OK, and [PII] if I could get a callback number for you.
[CUSTOMER][NEUTRAL] Um, yes, it's [PII].
[AGENT][NEUTRAL] Thank you. The policy number you're calling on?
[CUSTOMER][NEUTRAL] Policy number is um
[CUSTOMER][NEUTRAL] OK. 02502558 M as in mother, L as in Luigi, 7.
[AGENT][NEUTRAL] OK. Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII], [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying the account and you did say you were calling for benefits.
[AGENT][NEUTRAL] And what type of uh service is the patient being seen for?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] We are in the emergency room.
[AGENT][NEUTRAL] OK, please be advised verifying benefits does not guarantee payment. I do show the policy with us has been effective since [PII]. It is still active for emergency room that would be covered under their outpatient benefits, paying up to $2500 a calendar year. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, uh.
[CUSTOMER][NEUTRAL] May I have a call confirmation number or something like this and your name please?
[AGENT][NEUTRAL] To reference our call, you'll use my name, [PII] and today's date.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] HIA.
[CUSTOMER][NEUTRAL] Your name?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, and the call reference number?
[AGENT][NEUTRAL] To reference our call, you use my name in today's date.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, thank you ma'am have a good day.
[AGENT][POSITIVE] You're welcome, [PII]. You have a wonderful day. Thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you, bye.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] OK bye bye.