AccountId: 011433970860
ContactId: 27604dd1-6a2d-4773-82f9-240aa3709a72
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 174710 ms
Total Talk Time (AGENT): 105849 ms
Total Talk Time (CUSTOMER): 37109 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/27604dd1-6a2d-4773-82f9-240aa3709a72_20250619T12:57_UTC.wav
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[AGENT][POSITIVE] Good Morning. Thank you for calling APL. This is. How may I help you today?
[CUSTOMER][NEUTRAL] Hi, I'm [PII] calling from AdventHealth to check on the patient's eligibility information.
[AGENT][POSITIVE] Alright, I need, I'll be glad to help you. Go ahead with a good policy number.
[CUSTOMER][NEUTRAL] The number ID would be 25494997.
[AGENT][NEUTRAL] Alright, [PII], thank you for that. Now while I'm pulling this up, go ahead and give me a good return telephone call number please, ma'am.
[CUSTOMER][NEUTRAL] Sure. It is [PII].
[AGENT][NEUTRAL] Alright, thank you for that. Now, [PII], your patient's name and date of birth.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Patient's name would be Ms. [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Well, [PII], thank you for that information. Looks like [PII] is the insured on this medical supplemental plan. I do show the original effective date is [PII]. Patient is current and active, but I must have.
[AGENT][NEUTRAL] File the verification of coverage is not a guarantee your payment on a claim, but you did say you want some type of benefits. Is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, what type of benefit are you needing today?
[CUSTOMER][NEUTRAL] Diagnostic X-ray.
[AGENT][NEUTRAL] All right, let's see what they have.
[AGENT][NEUTRAL] All right, now of course what we are is just her supplemental plan, so the only thing that we would pick up and pay on is anything that is applied towards her deductible, co-pay, or co-insurance at her primary insurance carrier only for sickness and injury is covered here, nothing routine is covered here no matter what.
[AGENT][NEUTRAL] And her outpatient benefit here is a zero deductible, and she has an $18,000 benefit for outpatient benefits.
[CUSTOMER][NEUTRAL] Got it. Could you please spell your name for me?
[AGENT][NEUTRAL] I sure can, [PII], and my name is [PII] spelled [PII] yes, and is that all that I can help you with today, [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That's it. Can I get the call reference number as well?
[AGENT][NEUTRAL] Well, we don't give call reference numbers, but you can use my name in today's day [PII], OK.
[CUSTOMER][POSITIVE] Got it. Thank you. Thank you so much for your assistance. Have a great day.
[AGENT][POSITIVE] You as well, [PII]. Thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.