AccountId: 011433970860
ContactId: fa454334-f2eb-495f-a9ba-40ac71193679
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 140880 ms
Total Talk Time (AGENT): 73298 ms
Total Talk Time (CUSTOMER): 61400 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/fa454334-f2eb-495f-a9ba-40ac71193679_20250610T15:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi, I'm calling from Mount Sinai Medical Center, and I'm trying to verify eligibility for a member.
[AGENT][NEUTRAL] OK, I could check eligibility for you. Uh, what was your name? I'm sorry.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] It's [PII] like the state?
[AGENT][NEUTRAL] OK, and then, uh, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure it's area code [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Thank you and then do you have that policy?
[CUSTOMER][NEUTRAL] Excuse me.
[CUSTOMER][NEUTRAL] Um, the policy number is 02443500ML8.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII]'s date of birth is [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. Uh, so this policy is active. Effective date was [PII].
[AGENT][NEUTRAL] And this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And um what would be the address to send the claims to?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Uh, sure, that is [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And that is in [PII] City, [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Zip code is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Awesome.
[AGENT][NEUTRAL] And I've also got a fax number and a payer ID if you'd like.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, it's, it's fine uh that information I don't need, so, um, can I have a reference number for the call?
[AGENT][NEUTRAL] Sure. OK.
[AGENT][NEUTRAL] Yeah, reference number would just be my first name, last initial, and today's date and so my name is spelled [PII]
[AGENT][NEUTRAL] Was there anything else I can help you with?
[CUSTOMER][POSITIVE] Awesome thank you so much no ma'am that's it thank you.
[AGENT][POSITIVE] Alright, of course, thanks for calling APL have a great rest of your day.
[CUSTOMER][POSITIVE] Thanks you too bye bye.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] Yeah