AccountId: 011433970860
ContactId: 31894857-63c9-4050-9c64-7fa6ac6fa596
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 103150 ms
Total Talk Time (AGENT): 48557 ms
Total Talk Time (CUSTOMER): 45710 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/31894857-63c9-4050-9c64-7fa6ac6fa596_20250425T16:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Hello, this is [PII] from HCA Northwest Hospital. I'm calling in regards to one of our patients to verify if their insurance is active.
[AGENT][POSITIVE] I'm sure [PII] I can assist you with benefits. Um, first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, uh, it's [PII].
[AGENT][NEUTRAL] Thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] I have 02102761 ML7.
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] I think uh [PII], [PII].
[AGENT][NEUTRAL] And just let me advise you that verification of coverage does not guarantee payment of claims. The effective date on this policy was [PII] and I'm showing that the policy is still active.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] A good, OK, um, can I get your name and reference number, ma'am?
[AGENT][NEUTRAL] Yes, ma'am. So the reference number, you can use my name and today's date. My name is [PII], um it's spelled [PII] My last initial is [PII] and today's date. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] That was all thank you so much.
[AGENT][POSITIVE] OK, thank you, [PII] for calling APL. Have a great weekend. Mm bye.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thanks.