AccountId: 011433970860
ContactId: 5d33842b-3498-4072-9353-e487b654caf5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 155699 ms
Total Talk Time (AGENT): 75846 ms
Total Talk Time (CUSTOMER): 62026 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/5d33842b-3498-4072-9353-e487b654caf5_20250620T18:55_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Afternoon, thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling with AdventHealth. I just need confirmation of um verification of benefits for a patient.
[AGENT][NEUTRAL] OK, sure, I can assist you with eligibility, Ms. [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, it's 02452336 ML 8.
[AGENT][NEUTRAL] Hi may I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] And his name is [PII]. Date of birth [PII].
[AGENT][POSITIVE] OK, thank you, Miss [PII].
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Looks like we do have a new policy for this number. Um, do you need the new policy number or do you just need your information?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK. Um.
[CUSTOMER][POSITIVE] That would be great. I will, if I can get the new policy. Mhm.
[AGENT][NEUTRAL] OK, the policy number is 02571016.
[AGENT][NEUTRAL] Effective date is [PII] and it is active secondary policy to the major medical.
[CUSTOMER][POSITIVE] Perfect. And um do you, does it cover for um CPAP filters? Because I know last time they, they stated that it was like disposable, so it did not pay for that. Can you check that for me?
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Correct, we do not cover any disposable supplies. Um, we only cover like a machine or any uh items that is, we still like for long terms of use.
[CUSTOMER][NEUTRAL] OK, so in regards to like you do cover for like mass tubing and all that but not filters?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK, OK, perfect.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] All right, and then can I just get a reference number for this call?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's state if you will. Do you need the spelling of my name or any other information?
[CUSTOMER][NEUTRAL] Uh, yes, if you could just spell the name for me.
[AGENT][NEUTRAL] Sure, that's [PII].
[CUSTOMER][POSITIVE] OK perfect thank you so much you have a great weekend.
[AGENT][POSITIVE] You as well thank you for calling APO. Have a good day, yeah.
[CUSTOMER][POSITIVE] Thank you bye.