AccountId: 011433970860
ContactId: 4eae470e-0e5c-47bf-9e0d-78dd2ec66c87
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 107139 ms
Total Talk Time (AGENT): 37200 ms
Total Talk Time (CUSTOMER): 58818 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/4eae470e-0e5c-47bf-9e0d-78dd2ec66c87_20250512T13:30_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I'm calling from Lake Cumberland Regional Hospital. I just need to verify if the patient has active coverage.
[AGENT][NEUTRAL] OK, well, I can definitely help you with the eligibility and [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] OK, my direct number is area code [PII].
[CUSTOMER][NEUTRAL] And I have a policy number 02608937.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] birthday I have is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment, and I am showing the policy is active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] 3 24 25 awesome I believe that is all I need. Oh, I'm sorry, what was your name again just so I can put in my notes.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, my name is [PII].
[CUSTOMER][POSITIVE] Awesome, alright, that's all I need. I appreciate your help.
[AGENT][POSITIVE] You're welcome, [PII], and thanks for calling APL. I hope you have a great week.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][POSITIVE] You're welcome. Thank you. Bye bye.