AccountId: 011433970860
ContactId: 21a7401c-fba8-4ec5-94d3-86e3fcf6cba4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 138179 ms
Total Talk Time (AGENT): 42680 ms
Total Talk Time (CUSTOMER): 66188 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/21a7401c-fba8-4ec5-94d3-86e3fcf6cba4_20250410T18:57_UTC.wav
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[CUSTOMER][NEUTRAL] Just
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good afternoon, Ms. [PII]. My name is [PII] calling from Orlando Health Medical Group on a recorded line calling to verify eligibility for a patient and see if I need prior authorization.
[AGENT][NEUTRAL] OK, [PII], I can help you with eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the policy number of the patient?
[CUSTOMER][NEUTRAL] I have 02118997ML8.
[AGENT][NEUTRAL] And patient name and date of birth.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Uh, no prior offers required, and looks like the policy effective date is [PII]. Policy is currently active.
[CUSTOMER][NEUTRAL] 11121 ID number I provided, correct?
[AGENT][NEUTRAL] Yes it is.
[CUSTOMER][NEUTRAL] Is there a group number? I have 25026.
[AGENT][POSITIVE] Um, that is correct.
[CUSTOMER][POSITIVE] Awesome, and then I have parrot as a subscriber, Mr. [PII].
[AGENT][POSITIVE] That is correct.
[CUSTOMER][POSITIVE] Awesome. I have this as a secondary insurance. Is this a supplementary insurance or?
[AGENT][NEUTRAL] Yes, it's supplemental, so we will potentially pick up what primary insurance, like their deductible, co-pay or co-insurance after it processes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Perfect. And then do I just send claims to American Public's life?
[AGENT][POSITIVE] Yes, correct.
[CUSTOMER][NEUTRAL] Public life, sorry, public, right?
[AGENT][POSITIVE] Yes, correct.
[CUSTOMER][NEUTRAL] And that's the [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Awesome reference number for our call Ms. [PII]. All my calls could be nice and swift and quick and easy.
[AGENT][NEUTRAL] It's just my name and then today's date. So [PII], first initial last name, [PII], and today's date.
[CUSTOMER][POSITIVE] You have a beautiful day. Stay safe, Miss [PII].
[AGENT][POSITIVE] Thank you for calling APL you have a great day too.
[CUSTOMER][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] OK.