AccountId: 011433970860
ContactId: f1f19d08-d3c6-47ce-bab7-f3437ea5070d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 304420 ms
Total Talk Time (AGENT): 108068 ms
Total Talk Time (CUSTOMER): 116461 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/f1f19d08-d3c6-47ce-bab7-f3437ea5070d_20250206T17:28_UTC.wav
--------------------------------------------
[CUSTOMER][NEUTRAL] You are uh.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] from Mount Sina Hospital. How are you?
[AGENT][POSITIVE] I'm doing well. How are you doing today?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Good, good, [PII]. Um, I need to check eligibility on a patient that is admitted to the hospital.
[CUSTOMER][NEUTRAL] And have you as a gap insurance.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I can help you with eligibility. Can you repeat your name for me please, one more time?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. OK, Miss [PII], what is your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 39.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then what is the patient's name?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Patient's name is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then what is the patient's date of birth?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, and uh [PII]'s policy number, please.
[CUSTOMER][NEUTRAL] I, it's under the husband, [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, the policy is 02476826 ML 7.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me pull that policy up real quick.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Thank you. [PII], what is the initial of your last name? Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] A
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, I do show that the insured does have an active policy.
[CUSTOMER][NEUTRAL] right.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] Uh, effective date is [PII].
[CUSTOMER][POSITIVE] Perfect. How much does she have?
[AGENT][NEUTRAL] OK, let me look.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] And this is just to verify the coverage, it's not a guarantee of payment. Uh, they have for inpatient $4000 per calendar year.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Um, now, [PII], I have another one, please.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That one is.
[CUSTOMER][NEUTRAL] 0250
[CUSTOMER][NEUTRAL] 56
[CUSTOMER][NEUTRAL] 98 ML 7.
[AGENT][NEUTRAL] OK, and what is, mhm, go ahead.
[CUSTOMER][NEUTRAL] Last name?
[CUSTOMER][NEUTRAL] [PII]. Date of birth?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Oh OK, let me look up that patient for us real quick. I'm gonna put my notes in this other one and get out of it. It'll be just a second.
[CUSTOMER][POSITIVE] OK, no problem. Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy and his effective date is [PII].
[AGENT][NEUTRAL] And this is just to verify his coverage. It's not a guarantee of payment. He has an inpatient benefit amount per calendar year of $7900.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is uh did he use anything or not yet?
[AGENT][NEUTRAL] Let me look.
[AGENT][NEGATIVE] Nothing has been used for the year of [PII].
[CUSTOMER][NEUTRAL] OK. Can you give me a, a reference number, please?
[AGENT][NEUTRAL] Yes ma'am, you can use my name. It's [PII] and today's date.
[CUSTOMER][POSITIVE] Thank you so much. I appreciate it. Have a wonderful day. Bye-bye.
[AGENT][POSITIVE] You too, Ms. [PII], thanks for calling APL. You have a great day also.
[CUSTOMER][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][POSITIVE] You got me.
[CUSTOMER][NEUTRAL] OK.