AccountId: 011433970860
ContactId: 5ddcb8bb-2fd3-41ad-8666-c1559bc6e8de
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 148779 ms
Total Talk Time (AGENT): 65256 ms
Total Talk Time (CUSTOMER): 64075 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/5ddcb8bb-2fd3-41ad-8666-c1559bc6e8de_20250402T18:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Oh yes, my name is [PII]. I'm calling from Orlando Health Imaging Centers. Just need to verify eligibility for a patient please.
[AGENT][NEUTRAL] Sure, I can take eligibility for you. [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yep, [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you, and then do you have that policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yep it is.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] It has a group number and then it shows in um.
[CUSTOMER][NEUTRAL] Coverage employees spouse group, hold on.
[AGENT][NEUTRAL] Do you see anything that says, uh, does it say in hospital or outpatient certification number? OK, either one of those.
[CUSTOMER][NEUTRAL] Give me 1 2nd.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Oh, OK, OK, um, I have 022 03942 M like Michael L like Lima 7.
[AGENT][MIXED] OK, thank you. I know that those can be a bit confusing.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Alrighty and then uh what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] Uh, the name is [PII].
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that [PII]. 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] OK.
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][NEUTRAL] And can I just get a reference number please?
[AGENT][NEUTRAL] Sure, that would just be my first name, last initial, and today's date. Uh, so my name is spelled [PII] And was there anything else I could help you with?
[CUSTOMER][NEUTRAL] A
[CUSTOMER][NEUTRAL] this that effective date again I'm sorry you said was.
[AGENT][NEUTRAL] Oh, that's OK, one moment, let me go back there.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] That was
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] OK all right thank you so much.
[AGENT][POSITIVE] Of course, thanks for calling APLO you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thanks, bye bye.