AccountId: 011433970860
ContactId: e70f05d4-311c-492c-8d39-a60d80fcba2f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 164490 ms
Total Talk Time (AGENT): 66757 ms
Total Talk Time (CUSTOMER): 73823 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/e70f05d4-311c-492c-8d39-a60d80fcba2f_20250128T16:24_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] My name is [PII]. I'm calling from Mount Sinai Physicians and I'm trying to verify a patient's eligibility.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the eligibility. And [PII], may I have a good contact number in case we are disconnected and the policy number?
[CUSTOMER][NEUTRAL] [PII] and I think this is the policy number 01795249 M as in Mary, L as in Larry and then the number 8.
[AGENT][POSITIVE] Alrighty, thank you. Hold on one moment.
[AGENT][NEUTRAL] And I have the policy here. I just need you to verify the member's first and last name and date of birth.
[CUSTOMER][NEUTRAL] [PII], uh, [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment, and I am showing the policy is active, it's been effective since [PII].
[CUSTOMER][NEUTRAL] And obviously it's secondary.
[AGENT][POSITIVE] Yes, that's correct. Um, we are the 2nd, we pay.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, yeah, I, I get it. I just wanted to make, I like to make sure and be doubly sure on everything and the claims, the claims go to [PII].
[AGENT][NEUTRAL] Now, that's the old claims mailing address. Let me give you the new one.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me know when you're ready.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] The zip code is [PII].
[CUSTOMER][NEUTRAL] So that's [PII] [PII], [PII].
[AGENT][NEUTRAL] Mhm, that's correct. And we have a payer ID also if you need it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and that's what's the payer ID?
[AGENT][NEUTRAL] So that one is 60801.
[CUSTOMER][NEUTRAL] One, OK, now I just need your first name, the initial to your last name and a reference number for this call.
[AGENT][NEUTRAL] Alright, so there's no call reference number, but you can use my name in today's date. So that's [PII].
[CUSTOMER][POSITIVE] OK, great. Thank you very much. I appreciate your help. Have a good day.
[AGENT][POSITIVE] You, you're welcome, [PII]. You also, thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] All right bye bye.