AccountId: 011433970860
ContactId: 229c39e3-8e61-4edd-83f1-583d364205d7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 131619 ms
Total Talk Time (AGENT): 52796 ms
Total Talk Time (CUSTOMER): 59742 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/229c39e3-8e61-4edd-83f1-583d364205d7_20250124T16:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII]. I'm calling from Advent Health Medical Group in [PII].
[CUSTOMER][NEUTRAL] I am just calling to verify one of your individuals um.
[CUSTOMER][NEUTRAL] Her name is [PII].
[AGENT][NEUTRAL] OK, we just need to verify eligibility.
[CUSTOMER][NEUTRAL] And I have
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, um, really quickly, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure. I am calling. You can call me on [PII].
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you and then do you have a policy number?
[CUSTOMER][NEUTRAL] Well, I'm seeing we have um.
[CUSTOMER][NEUTRAL] The group number? Do you want that?
[AGENT][NEUTRAL] Um, do you, are you looking at the card?
[CUSTOMER][NEUTRAL] Yes, I am.
[AGENT][NEUTRAL] Um, do you see anything on there that says, uh, in hospitals, uh, or outpatient certification number? OK, yes, either one of those please.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, I'm seeing both.
[CUSTOMER][NEUTRAL] OK. 02506454 M as in Mike, L as in Lima, number 8.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And then did you have uh [PII]'s date of birth?
[CUSTOMER][NEUTRAL] Yes, her date of birth is [PII].
[AGENT][NEUTRAL] Alright, thank you for verifying this information, [PII]. Uh, so this policy is active. Effective date was [PII], and this is a secondary medical policy. So it is designed to help with co-pay, deductible and co-insurance after major medical pays.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. So I can put verified by via payer portal.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] Yeah, was there anything else I could help you with?
[CUSTOMER][POSITIVE] No, you have been great. Thanks a lot.
[AGENT][POSITIVE] OK, yeah, thanks for calling ATL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][POSITIVE] Thank you, bye bye.