AccountId: 011433970860
ContactId: 0f8b41ce-07c1-4dc4-ae4a-b4789c7c79c8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 179300 ms
Total Talk Time (AGENT): 67756 ms
Total Talk Time (CUSTOMER): 70419 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/0f8b41ce-07c1-4dc4-ae4a-b4789c7c79c8_20250414T15:48_UTC.wav
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[AGENT][POSITIVE] Thank you for calling PL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from AdventHealth Orlando, and I just wanna confirm that a member's coverage is still active.
[AGENT][NEUTRAL] OK, and [PII], I can help with that. What is your callback number, please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Thank you very much. What is your policy number please?
[CUSTOMER][NEUTRAL] OK, let me just go ahead here. So, um, would that be the numbers ending in ML or the shorter member ID number?
[AGENT][NEUTRAL] Ending in ML.
[CUSTOMER][NEUTRAL] OK, so it's uh 01813059 ML 7.
[AGENT][POSITIVE] OK, thank you very much.
[AGENT][NEUTRAL] And verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], um last name is [PII] Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you and you're calling to check eligibility for this number. Give me one moment please excuse me.
[CUSTOMER][POSITIVE] Yes, please. Thank you.
[AGENT][NEUTRAL] You're welcome. Now, but this particular policy, it shows that it turned as of [PII]. And if you would just bear with me, let me check to see if there is an active policy for this member. One moment please.
[AGENT][POSITIVE] OK, thank you very much for your patience. I was able to locate an active policy for that member and I can provide that information to you when you're ready.
[CUSTOMER][NEUTRAL] OK, uh, yes, what is, uh, go ahead please.
[AGENT][NEUTRAL] OK, it is 02549492 ML.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Would you need benefits for this number as well?
[CUSTOMER][NEUTRAL] And let me just make sure I have that correct.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, no, no benefits. Um, let me just confirm I got that correct. I'm sorry. That was 02549492 ML?
[AGENT][POSITIVE] Yes, that is correct, thank you.
[CUSTOMER][POSITIVE] OK, thank you so much and um what is the active date please?
[AGENT][NEUTRAL] OK, it shows effective as of [PII].
[CUSTOMER][POSITIVE] OK, great.
[CUSTOMER][NEUTRAL] OK, um, and you said your name was [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, may I have the last initial please? and the reference number for this call?
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] Of course, last initials [PII]. We do not provide reference numbers [PII]. You can use my name and today's date, please.
[CUSTOMER][POSITIVE] OK, uh, will do absolutely thank you so much. I do appreciate your help.
[AGENT][POSITIVE] You're welcome, [PII], and thank you for calling APL. Have a good one. Thank you.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.