AccountId: 011433970860
ContactId: f0746e34-8b68-4f2f-a9b4-e1db0c0c3c9f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 89750 ms
Total Talk Time (AGENT): 33169 ms
Total Talk Time (CUSTOMER): 37920 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/f0746e34-8b68-4f2f-a9b4-e1db0c0c3c9f_20250529T17:46_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi there, [PII]. My name is [PII] and I'm calling with Longmont United Hospital. I'm just calling to find out 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] Yes.
[CUSTOMER][NEUTRAL] Yes, my direct number here is [PII].
[AGENT][NEUTRAL] Alright, and the member's policy number whenever you're ready.
[CUSTOMER][NEUTRAL] Policy number is 01.
[CUSTOMER][NEUTRAL] 69
[CUSTOMER][NEUTRAL] 408
[CUSTOMER][NEUTRAL] 2
[CUSTOMER][NEUTRAL] M as in Mike, L as in Lima, the number 8.
[AGENT][NEUTRAL] Thank you. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, it's gonna be under [PII] Gotch. It is [PII] 68.
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I am showing the policy is active. It's been effective since [PII].
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much. I appreciate your help today.
[AGENT][POSITIVE] You're welcome. Was there anything else I can assist you with today?
[CUSTOMER][POSITIVE] No, that was it. Thank you.
[AGENT][POSITIVE] Alright, thanks for calling API. You're welcome bye bye.
[CUSTOMER][NEUTRAL] Bye.