AccountId: 011433970860
ContactId: e6be384f-ebf2-408f-8bcc-163815835d41
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 124550 ms
Total Talk Time (AGENT): 40787 ms
Total Talk Time (CUSTOMER): 57158 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/e6be384f-ebf2-408f-8bcc-163815835d41_20250402T14:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. This is [PII] from Mount Sinai Medical Center. How are you doing today?
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][POSITIVE] I'm good thank you I'd like to verify patient benefits and eligibility.
[AGENT][NEUTRAL] OK, I can help you with benefits and eligibility. Um, could you repeat your name for me, please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thanks. [PII]. OK, thank you. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. Do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Um, the what? I'm sorry?
[AGENT][NEUTRAL] Policy number
[CUSTOMER][NEUTRAL] Policy number.
[CUSTOMER][NEUTRAL] Is it the same pay ID number payer ID? Oh no policy I got, I got it here so it's gonna be 02586840.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Yeah it's gonna be [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the date of birth?
[CUSTOMER][NEUTRAL] [PII] yeah [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, this is not a guarantee of payment. It's a basic outline of the policy. I show her plan is effective [PII] and it's currently active.
[AGENT][NEUTRAL] And do you need outpatient benefits?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, it's OK. uh, it's active and it's a good plan, right?
[AGENT][POSITIVE] Yes, correct.
[CUSTOMER][NEUTRAL] You said a gap plan, yeah, OK, effective, active, effective [PII] you said right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, um, yeah, that will be it thank you.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Sure you too bye bye.
[AGENT][NEUTRAL] Bye.