AccountId: 011433970860
ContactId: 386b5e53-fa41-479b-b943-361ee7ef224f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 385839 ms
Total Talk Time (AGENT): 146058 ms
Total Talk Time (CUSTOMER): 67631 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/386b5e53-fa41-479b-b943-361ee7ef224f_20250606T15:10_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], this is [PII]. I'm calling from AdventHealth, and I'm just calling to verify benefits and eligibility.
[AGENT][POSITIVE] I can help you with benefits and eligibility [PII]. Can I get a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] Area code [PII].
[AGENT][NEUTRAL] And I'm sorry, who are you calling from?
[CUSTOMER][NEUTRAL] AdventHealth, [PII].
[AGENT][POSITIVE] OK, thank you so much. And do you have the policy number?
[CUSTOMER][POSITIVE] Yes, I do. It is.
[CUSTOMER][NEUTRAL] D as in David, 486 followed by 123, 40s and then a 5.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm sure, do they, do you have their last name? Can you spell it for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, give me just a moment.
[AGENT][NEUTRAL] And first name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] Can you verify her date of birth for me, please?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][POSITIVE] Thank you so much.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] And is this name of the insurance, is it 90 Degree or is it APL as it said?
[AGENT][NEUTRAL] Um, so it is APL. Now APL does have policies with 90 Degree, which is why I wasn't able to find her with that, that policy number starting with the letter D. Um, our policies don't start with the letter D, um, but I can at least verify her eligibility for um.
[AGENT][NEUTRAL] Is this in regards to, is it just a hospital visit or because she has a hospital indemnity and a group accident policy with us?
[CUSTOMER][NEUTRAL] Oh, a group accident.
[CUSTOMER][NEGATIVE] Policy and she's coming in for a mammogram, a mammal screaming and screaming. Oh my God, screaming.
[CUSTOMER][NEUTRAL] At the hospital, so it just doesn't seem like it'll cover it.
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] Uh, let me check, and she might have something with 90 degrees. I will go ahead and check to see if a mammogram could be covered under her hospital indemnity policy. Um, if not, I will give you the number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] For 90 degree. Um, let me go ahead and check though just in case.
[AGENT][NEUTRAL] OK. Yeah, this policy doesn't cover um mammograms, but let me give you the number for
[AGENT][NEUTRAL] 90 degrees.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um it'll, it'll be through IMA, but that's for their 90 degree benefits. um, and go ahead and, um, so they don't transfer you back to us, go ahead and let them know that you called us and you were able to verify that we have her, but we can't see um if she has it, we can't see the 90 degree policy benefits.
[CUSTOMER][NEUTRAL] OK, I will. What's the reference number for this call today?
[AGENT][NEUTRAL] It'll be uh we don't have reference numbers but you can use my name and last initial in today's date so [PII] in today's date.
[AGENT][NEUTRAL] And when you're ready, I have the number for IMA.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, I have it. I mean, go ahead and give it to me.
[AGENT][NEUTRAL] 0, 800.
[AGENT][NEUTRAL] 8334296
[CUSTOMER][NEUTRAL] Oh, that's the number I called.
[AGENT][NEUTRAL] I believe you have to call and I believe it's a different option.
[AGENT][NEUTRAL] I wanna say it's option one. Let me get, let me check real quick, cause you clicked option 2, correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, yeah, I think it's option one. Give me just a moment.
[AGENT][NEUTRAL] Yeah, um, you'll click.
[AGENT][NEUTRAL] And I gave you 804296, yes, um, click option one and that should transfer you to IMA.
[CUSTOMER][POSITIVE] OK. Thank you so much.
[AGENT][POSITIVE] Great, thank you for calling APL. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] That's it. Thank you so much.
[AGENT][POSITIVE] OK, thank you for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] OK