AccountId: 011433970860
ContactId: e29bafdf-01dd-4636-8c75-6cb2da0bc13c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 219580 ms
Total Talk Time (AGENT): 80103 ms
Total Talk Time (CUSTOMER): 122758 ms
Interruptions: 10
Overall Sentiment: AGENT=1.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/e29bafdf-01dd-4636-8c75-6cb2da0bc13c_20250224T13:18_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning. Thank you for calling. Um, hello. Good morning, [PII]. This is [PII]. I'm calling on behalf of Mount Sinai Medical Center. I would like to check, um, eligibility for a patient, please.
[AGENT][NEUTRAL] OK. Did you say that your name is [PII]? Is that correct?
[CUSTOMER][NEUTRAL] Did you say
[CUSTOMER][NEUTRAL] Yes, it's [PII]. It's spelled [PII]
[AGENT][NEUTRAL] OK, thank you, [PII] and you're just needing eligibility for a member. You do not need benefits. Is that correct?
[CUSTOMER][POSITIVE] Thank you for calling
[CUSTOMER][NEUTRAL] that
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, ma'am, I can help you with that. And what is your callback number, please, [PII]?
[CUSTOMER][NEUTRAL] You can give you a call back.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Thank you and the member's policy number please?
[CUSTOMER][POSITIVE] Thank you and
[CUSTOMER][NEUTRAL] Yes, sure. Uh, member ID is 019826.
[CUSTOMER][NEUTRAL] 49
[CUSTOMER][NEUTRAL] M as in Mary, L as in Larry.
[CUSTOMER][NEUTRAL] The number 8.
[AGENT][NEUTRAL] OK thank you one moment, [PII], while I get the member's information pulled up.
[CUSTOMER][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] OK, and [PII], any information that I do provide for you today will be a verification of benefits and not a guarantee of payment. What is your patient's name, please, and their date of birth?
[CUSTOMER][NEUTRAL] OK, and any information that I gave you back you today will be.
[CUSTOMER][NEUTRAL] What is your Yes, patient's name is [PII] Last name is [PII]. Uh let me spell it for you. It's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] One moment, [PII], please.
[CUSTOMER][POSITIVE] Mhm, it's OK, take your time.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, so I do show that she had been the subscriber on the supplemental policy, [PII], but this policy is no longer active. This policy was active from [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] This policy is no
[CUSTOMER][NEUTRAL] I see is from [PII].
[AGENT][NEUTRAL] To its term date of [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And she does not have any other coverage with a pill.
[CUSTOMER][NEGATIVE] And she does not.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So this member was active from [PII], right?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That is correct, yes ma'am, and there is no other coverage with our company at this time.
[CUSTOMER][NEGATIVE] That there is no.
[CUSTOMER][POSITIVE] OK. Thank you so much, [PII]. That's all the information that I needed to know. You have a nice day.
[AGENT][POSITIVE] Oh, well, I hope you did too, [PII]. So again, if that is all I can help you with, thank you for calling APL.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][POSITIVE] Uh-huh. Bye-bye. Have a nice.
[CUSTOMER][NEUTRAL] A