AccountId: 011433970860
ContactId: ec86133b-98b5-41f2-bf9f-18f15031fa10
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 106190 ms
Total Talk Time (AGENT): 39808 ms
Total Talk Time (CUSTOMER): 51621 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/ec86133b-98b5-41f2-bf9f-18f15031fa10_20250613T12:28_UTC.wav
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[AGENT][NEUTRAL] APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Mount Sinai Medical Center calling to verify patient eligibility.
[AGENT][NEUTRAL] All right. Happy to check eligibility, [PII]. What is their policy number?
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] 02505698
[AGENT][NEUTRAL] Thank you. And then for documentation, do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Patient name and date of birth?
[CUSTOMER][NEUTRAL] One [PII] if I'm saying it right.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, date of birth is [PII].
[AGENT][NEUTRAL] Thank you. So the patient is active. Their effective date on here is [PII]. We are the members secondary insurance, so this does cover deductible, co-pay, co-insurance, the primary does not.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] Um, secondary, so is it like, uh, a supplement policy or?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes ma'am, yep, it's like a gap policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][POSITIVE] All right, no problem. I appreciate it. Thank you very much, sir.
[AGENT][NEUTRAL] Mm
[AGENT][POSITIVE] You're welcome. Anything else I can do for you?
[CUSTOMER][NEUTRAL] That's it for now, if I have another one.
[CUSTOMER][NEUTRAL] So
[AGENT][POSITIVE] All right. Have a, have a good day.
[CUSTOMER][NEUTRAL] You too, bye.
[AGENT][NEUTRAL] Bye bye.