AccountId: 011433970860
ContactId: 0e01e42a-c867-4e53-917f-083421a7f12f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 180550 ms
Total Talk Time (AGENT): 55890 ms
Total Talk Time (CUSTOMER): 68020 ms
Interruptions: 2
Overall Sentiment: AGENT=3.3, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/0e01e42a-c867-4e53-917f-083421a7f12f_20250422T12:38_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] with AdventHealth. How are you today?
[AGENT][POSITIVE] I'm great, [PII], thanks for asking. How are you?
[CUSTOMER][POSITIVE] I am doing great as well thank you so much for asking. Would you mind spelling your name for my notes, please?
[AGENT][NEUTRAL] [PII] and today's date is in reference.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] And how can I assist you today?
[CUSTOMER][POSITIVE] Perfect, I was calling on a mutual patient.
[CUSTOMER][NEUTRAL] Yes ma'am, I was calling on a patient who's gonna be coming to us on the [PII] for a surgery procedure at our Riverview location and was just wanting to obtain benefits and eligibility if I could.
[AGENT][POSITIVE] Sure, can I have a callback number for you and that policy number and I'll be able to assist you.
[CUSTOMER][NEUTRAL] Certainly my callback number it's a direct number. It's [PII].
[CUSTOMER][NEUTRAL] [PII] sorry they just changed it on me.
[AGENT][POSITIVE] No worries.
[CUSTOMER][NEUTRAL] And the policy number I it looks like there's two of them here that it might be, so the first one I see is 0208.
[CUSTOMER][NEUTRAL] 8034.
[AGENT][NEUTRAL] And what is the member's name and date of birth?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Call [PII] [PII].
[AGENT][NEUTRAL] You're calling to verify benefits eligibility for outpatient services.
[CUSTOMER][POSITIVE] That's correct, yes.
[AGENT][NEUTRAL] This policy has been active since [PII].
[AGENT][NEUTRAL] Of [PII] and is currently active. She has outpatient benefits of $500 per calendar per calendar day and this is not a guaranteed benefits just a disclaimer of the policy's coverage.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Is there anything else that I can assist you with today? Yes, that is correct.
[CUSTOMER][NEUTRAL] And you said that was 500 per day?
[CUSTOMER][NEUTRAL] OK, no kind of like deductible or out of pocket or anything like that?
[AGENT][NEUTRAL] No, this is a gap insurance that assists with her deductible co-pay and co-insurance to her primary.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Awesome I think that's all I was needing uh and you said.
[AGENT][NEUTRAL] Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] No ma'am, you said it was just your name and today's date for the reference number?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] You are awesome, Miss [PII]. I hope you have a lovely rest of day and then you enjoy the rest of your week as well.
[AGENT][POSITIVE] Thank you [PII] and you do the same thanks for calling APL. Goodbye.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.