AccountId: 011433970860
ContactId: 6886b43a-2474-4dee-b447-30d156f0f63e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 132729 ms
Total Talk Time (AGENT): 57870 ms
Total Talk Time (CUSTOMER): 58112 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=2.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/6886b43a-2474-4dee-b447-30d156f0f63e_20250520T14:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling with AdventHealth, and I'm actually just trying to get eligibility on a patient today.
[AGENT][NEUTRAL] Sure, I can check eligibility for you. uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII], no extension.
[AGENT][NEUTRAL] OK, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] I do. It's showing as 2621843.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. Uh, 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] Mhm.
[CUSTOMER][POSITIVE] Perfect, that is, you answered my question. Thank you. I appreciate that. Um, also, I just want to make sure we have the correct billing address. Um, I have [PII].
[AGENT][POSITIVE] Awesome.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] That is correct and I've also got a fax number and a payer ID if you'd like that as well.
[CUSTOMER][NEUTRAL] OK, I'll take the payer ID.
[AGENT][NEUTRAL] OK, that is 60801.
[CUSTOMER][POSITIVE] Perfect. That is what I needed to know. Um, is there a call reference number?
[AGENT][NEUTRAL] It would be my first name, last initial, and today's date, and so my name is spelled [PII] Was there anything else I can help you with, [PII]?
[CUSTOMER][POSITIVE] No, ma'am. That's it. Thank you so much. I hope you enjoy the rest of your day.
[AGENT][NEUTRAL] Alright.
[AGENT][POSITIVE] Thank you. You too. Bye-bye.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.