AccountId: 011433970860
ContactId: 21cd7198-ac1c-4edd-852a-a515ff3ed12d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 176529 ms
Total Talk Time (AGENT): 95363 ms
Total Talk Time (CUSTOMER): 47369 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/21cd7198-ac1c-4edd-852a-a515ff3ed12d_20250609T13:55_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes [PII], I'm calling from Fort Laudon Medical Center and I'm calling to see if the insurance is active. Do I have the right number?
[AGENT][NEUTRAL] OK, you're just needing to verify eligibility on a member, is that correct? Yes ma'am, I can help you with that and who am I speaking with?
[CUSTOMER][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And what is the member's policy number, please?
[CUSTOMER][NEUTRAL] It is 02605970.
[AGENT][NEUTRAL] All right, thank you. Give me a moment, [PII], please, to get the member's information pulled up.
[AGENT][NEUTRAL] And [PII], any information that I do provide for you will be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you. I do show that he is the subscriber on this hospital indemnity policy, and this policy is active, [PII], with an effective date of [PII].
[AGENT][NEUTRAL] And if you all will be filing a claim for Mr. [PII] once the claim has been processed by APL, we do have a portal in which you should be able to check his claim status in and the website that you would go to for that is located at [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, secure. What was the rest? I'm sorry.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, um, can I get a reference number?
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Sure, you would reduce my name along with today's date and if you need the first initial to my last name, it's [PII].
[CUSTOMER][NEUTRAL] OK, and what was your first name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] In today's date. All right, thank you very much you have a great day.
[AGENT][POSITIVE] Uh-huh. OK. Well, well, I hope you have a great day too, [PII], if that's all I can help you with, thank you again for calling APL.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Yes, ma'am. Bye-bye.