AccountId: 011433970860
ContactId: 5ea7400f-c13b-4dc8-9b20-07494da500e6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 177960 ms
Total Talk Time (AGENT): 75865 ms
Total Talk Time (CUSTOMER): 70687 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/5ea7400f-c13b-4dc8-9b20-07494da500e6_20250219T17:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. I'm calling from Advent Health Orlando. I wanted to call to see if a patient was um active with uh the insurance.
[AGENT][NEUTRAL] Yes, I can help you with eligibility, Miss [PII]. What is your call back number please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] It would be for uh [PII] [PII] [PII], and the ID would be 42503617402.
[AGENT][NEUTRAL] OK, that is not one of our policy numbers. Do you see another another another number, [PII]?
[CUSTOMER][NEUTRAL] Um, oh yes, sorry, it's 01813059 ML 7.
[AGENT][POSITIVE] Yes, ma'am, that sounds like a good number. Let me look that up real quick.
[AGENT][NEUTRAL] OK, I do show this policy for [PII] was lapsed on [PII]. It's no longer active. I'm gonna check though to see if he does have an active policy.
[AGENT][NEUTRAL] It's gonna be just a second.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, I do find an active policy. The policy number is 2549492.
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] And the effective date is [PII].
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] And you said that policy number I'm sorry, was 254.
[AGENT][NEUTRAL] 9492.
[CUSTOMER][NEUTRAL] 9492. OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And so they are active with American public life?
[AGENT][NEUTRAL] Yes ma'am, effective [PII].
[CUSTOMER][NEUTRAL] [PII]. OK, awesome and um would this be a primary or secondary plan to them?
[AGENT][NEUTRAL] This is a secondary.
[CUSTOMER][NEUTRAL] I just wanna verify.
[CUSTOMER][POSITIVE] Secondary, OK, cool. Alright, awesome.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Awesome. And your name again? I'm sorry?
[AGENT][NEUTRAL] My name is [PII]
[CUSTOMER][POSITIVE] Awesome well thank you so much for your help today.
[AGENT][POSITIVE] You're very welcome, [PII]. You have a good rest of your day and thank you so much for calling APL.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] You're welcome. Bye-bye.