AccountId: 011433970860
ContactId: 680c1d73-e489-46fb-9ce2-2966391c807b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126750 ms
Total Talk Time (AGENT): 51102 ms
Total Talk Time (CUSTOMER): 60890 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/680c1d73-e489-46fb-9ce2-2966391c807b_20250418T17:56_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII]. I'm calling you from AdventHealth Hospital, and I have a, um, I'm starting to let you know first our call may be monitored for quality and training, and I have a patient's coming in for a procedure. I want to check eligibility, please.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, well I can definitely help you with the eligibility and [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Yes, ma'am. [PII] [PII], and then the policy number, let me grab that for you.
[AGENT][POSITIVE] OK, take your time.
[CUSTOMER][NEUTRAL] I have 02605808.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII]'s date of birth is um sorry, [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment, and I am showing the policy is active. It's been effective since [PII].
[CUSTOMER][POSITIVE] Perfect. Alright, and this is the Medicare supplement plan, right?
[AGENT][NEUTRAL] No, so we are a supplemental gap insurance, but we're not affiliated with Medicare. Um, this policy is second to Aetna.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, perfect. Alright, and that's what's showing here in the 2. OK, perfect. Um, [PII], may I have um the initial for your last name and if you have a reference number please?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name on today's date. The first initial to my last name is [PII].
[CUSTOMER][POSITIVE] Perfect, thank you for your help and you have a good weekend.
[AGENT][POSITIVE] Thank you, [PII]. You also, was there anything else I can help with?
[CUSTOMER][POSITIVE] And that's it, thank you, dear.
[AGENT][POSITIVE] Alright, thanks for calling APO have a great weekend bye bye.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.