AccountId: 011433970860
ContactId: 8b891400-7ac4-443d-a373-5c1b4f625ed0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 209279 ms
Total Talk Time (AGENT): 81262 ms
Total Talk Time (CUSTOMER): 79025 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/8b891400-7ac4-443d-a373-5c1b4f625ed0_20250508T13:52_UTC.wav
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[CUSTOMER][NEUTRAL] Another call with work so it's fine.
[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] OK, sorry, um, hopefully wrap this up real quick. One moment. OK, thank you.
[CUSTOMER][NEUTRAL] Uh yes, my name is [PII]. Last initial is [PII].
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] And I need to verify, uh, patient provided this insurance as a secondary. I'm not familiar with it, so I need to make sure it's something we're in network with and get benefits, please.
[AGENT][NEUTRAL] OK, sure. I can assist you with network and benefit information, Ms. [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And what's the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Kenova North Knoxville Medical Center.
[AGENT][NEUTRAL] Thank you and may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 022 05963.
[AGENT][POSITIVE] Thank you, thank you Miss [PII].
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] It's gonna be for [PII] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Alright, bear with me just a minute.
[AGENT][NEUTRAL] OK, Ms. [PII], this particular policy for [PII] is, um, is terminated. She's no longer active under this policy.
[CUSTOMER][NEUTRAL] OK. Can I get the term date, please?
[AGENT][POSITIVE] Sure, let me get that for you.
[CUSTOMER][NEUTRAL] It looks like she just had our pre-reg department contact me this morning that this is additional coverage, so I wanna make sure that there's no other policies with y'all as well.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] This
[AGENT][NEUTRAL] Got you. Sure, Ms. [PII]. OK, so this particular policy was a secondary supplemental plan to the major medical. She was effective from [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] After that, there's no other policies for Ms. [PII].
[CUSTOMER][NEUTRAL] OK, so there's not any new, uh, different policy numbers.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] No current policy. OK, and what was your name again? I'm sorry.
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] Thank you and do you all use reference numbers for your calls?
[AGENT][NEUTRAL] We don't. You can use my name in today's date if you will.
[CUSTOMER][POSITIVE] All right. Thank you so much. I appreciate your time.
[AGENT][POSITIVE] You're welcome and thank you for calling APO. Have a good day, Ms.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you bye bye.