AccountId: 011433970860
ContactId: d61e3676-f26b-40b6-be9b-90871e52b3cb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 187160 ms
Total Talk Time (AGENT): 61056 ms
Total Talk Time (CUSTOMER): 97600 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/d61e3676-f26b-40b6-be9b-90871e52b3cb_20250128T13:38_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, good morning, you say your name is [PII]?
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh-huh. All right. um, thank you, [PII]. My name is [PII]. I'm calling from Mount Sinai Medical Center. I would like to um
[CUSTOMER][NEUTRAL] Verify and eligibility.
[AGENT][NEUTRAL] You're wanting to verify eligibility?
[CUSTOMER][NEUTRAL] You're wanting to verify
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, spell your name for me please.
[CUSTOMER][NEUTRAL] So can you spell your name for me
[CUSTOMER][NEUTRAL] would be [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Yeah, that is correct. OK.
[AGENT][NEUTRAL] OK. OK. What's the policy number, [PII] and a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Phone number would be [PII].
[AGENT][NEUTRAL] 672 5.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, policy number would be.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] One moment. Alright, it would be 02477.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 128.
[AGENT][POSITIVE] Thank you, one moment.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, it is.
[CUSTOMER][NEUTRAL] All right, it would be [PII]. And date of birth is [PII].
[AGENT][NEUTRAL] All right, thanks for that information, [PII], and you're just wanting the effective date and if policy is active?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Yes, that is correct ma'am.
[AGENT][NEUTRAL] Alright, we have that information for you. The policy effective date is [PII] currently active at this time. Any other questions I can help with today?
[CUSTOMER][NEUTRAL] Any other questions I
[CUSTOMER][NEUTRAL] It's still active, correct?
[AGENT][NEUTRAL] Currently active at this time?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Um.
[CUSTOMER][NEUTRAL] OK, what is the time of filing for claim submission? Do you have it?
[AGENT][NEUTRAL] There's no timely filing limit to submit a claim?
[CUSTOMER][NEUTRAL] There's no time
[CUSTOMER][NEUTRAL] All right. Would you mind to verify uh mailing address?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] No
[AGENT][NEUTRAL] [PII], [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Alright, [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Alright, thank you very much. Uh, once again, [PII], for your help and for your time. Do you have kindly um caller reference number?
[AGENT][NEUTRAL] You'll use my name in today's state as your reference [PII] First initial last name is [PII] and any other questions, [PII]?
[CUSTOMER][NEUTRAL] My
[CUSTOMER][POSITIVE] Uh, no more questions for now. Thank you very much for your help and for your time. You have a good day.
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] You're you're welcome thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Bye.