AccountId: 011433970860
ContactId: dab69fff-b799-4655-bbf4-1ee984f6801c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 157309 ms
Total Talk Time (AGENT): 59628 ms
Total Talk Time (CUSTOMER): 88581 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/dab69fff-b799-4655-bbf4-1ee984f6801c_20250512T18:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, [PII], good afternoon. Um, my name is [PII]. I'm calling from Mount Siine Medical Center, [PII] from the emergency room, and I'm just trying to, um, verify your patient's, um, coverage, I guess you said the ELT as a gap insurance.
[AGENT][NEUTRAL] OK, I'm happy to verify your eligibility. What is the patient's policy number?
[CUSTOMER][NEUTRAL] That's what all he gave me was like a group number because he was looking to get it on his phone and he was having problems with the phone. He gave me a group number of 184.
[CUSTOMER][NEUTRAL] 82, you know, I can give you his name and birth date and I don't know if his social is gonna help you.
[AGENT][NEUTRAL] OK, give me just one moment.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] If I can come up so I could just put that up real quick.
[AGENT][NEUTRAL] What is the patient's first and last name?
[CUSTOMER][NEUTRAL] OK, the first name is [PII], and the first name is [PII]
[AGENT][NEUTRAL] Uh-huh. Uh-huh.
[AGENT][NEUTRAL] And date of birth?
[CUSTOMER][NEUTRAL] His birth date is [PII].
[AGENT][POSITIVE] Thank you so much. So I do show that [PII] has an active policy with us. Would you like the policy number?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Uh, policy number is going to be 0259.
[AGENT][NEUTRAL] 8409.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] The effective date on this is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And we are the
[CUSTOMER][NEUTRAL] And what's the name oh go ahead go ahead.
[AGENT][NEUTRAL] Go
[AGENT][NEUTRAL] I was just gonna say we are the secondary insurance.
[CUSTOMER][NEUTRAL] Yeah, and um what's the mailing address?
[AGENT][NEUTRAL] That would be [PII].
[CUSTOMER][NEUTRAL] She
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] That's in [PII].
[CUSTOMER][NEUTRAL] OK oh no that's it.
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] [PII] and your name is?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] My name is [PII]. That's [PII].
[CUSTOMER][NEUTRAL] Your name?
[CUSTOMER][NEUTRAL] OK [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Oh, each, OK, thank you, sir.
[AGENT][POSITIVE] Welcome. Have a good day.
[CUSTOMER][POSITIVE] Thank you very much, OK, you too, ma'am.
[AGENT][NEUTRAL] Bye bye.