AccountId: 011433970860
ContactId: 66198a59-0ecf-4678-a408-9c1dfe655c39
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 58619 ms
Total Talk Time (AGENT): 18095 ms
Total Talk Time (CUSTOMER): 36921 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/66198a59-0ecf-4678-a408-9c1dfe655c39_20250228T18:41_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi [PII], um, this is [PII] and I'm calling from AdventHealth in in in regards to a mutual member. I just have a quick question. So we have you guys as secondary for the member. I just want to know if you follow Medicare guidelines or a Medicare replacement guideline.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] We do not know all of our insurances are supplemental, so we, we don't have to.
[CUSTOMER][NEUTRAL] Oh OK, so would be required for a procedure or it would just run through the primary and then uh the remaining to you guys?
[AGENT][NEUTRAL] Uh, yep, that's it, we don't require pre-op.
[CUSTOMER][NEUTRAL] Oh OK perfect and then is there a call reference for today or can I just use your name and today's date?
[AGENT][NEUTRAL] It is just in my name in today's date, yep.
[CUSTOMER][POSITIVE] Alrighty thank you so much for your help today. I hope you have a great weekend.
[AGENT][POSITIVE] Hey, it's my pleasure thank you you too.
[CUSTOMER][NEUTRAL] Mhm bye bye.