AccountId: 011433970860
ContactId: 78e08df2-9723-410e-a6dd-a44f0bd74dcb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 297160 ms
Total Talk Time (AGENT): 113449 ms
Total Talk Time (CUSTOMER): 118666 ms
Interruptions: 2
Overall Sentiment: AGENT=1.5, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/78e08df2-9723-410e-a6dd-a44f0bd74dcb_20250410T12:38_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hi, good morning, [PII]. Hold on a second. I hope you can hear me. I do apologize. Give me a moment.
[CUSTOMER][NEUTRAL] My speaker is on instead of my headset.
[AGENT][NEUTRAL] Yes, ma'am. I can hear the echo.
[CUSTOMER][POSITIVE] Oh yeah, I'm fixing it. It, it does this every day. All right. That's much better. All right. Uh thank you for taking my call today, [PII]. Uh,
[AGENT][POSITIVE] Oh, yeah, that's better. It is.
[AGENT][POSITIVE] Yes, ma'am. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII].
[CUSTOMER][NEUTRAL] Um, I am calling from AdventHealth, and I wanted to check eligibility for a patient.
[AGENT][NEUTRAL] OK, [PII], do you're needing eligibility, do you not need benefits, is that correct?
[CUSTOMER][NEUTRAL] Uh, yes, I just need to verify eligibility. Um, it looks like, um, I have a claim that might go out with a secondary to the plan, and when I check the portal, um, it doesn't give me the option to check and see if the patient is, um, has coverage.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yes, ma'am. In our online service center portal, that is correct. It will only um check claim status for claims that have been processed. So I can help you with eligibility. What is a good callback number for you, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, thank you. And what is the member's policy number, please?
[CUSTOMER][NEUTRAL] I have 254942.
[AGENT][NEUTRAL] 254942. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so we're missing a number.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It's 254-9492.
[CUSTOMER][NEUTRAL] Let me see if I have a card.
[AGENT][NEUTRAL] 9492. OK.
[AGENT][NEUTRAL] OK, and [PII], any information provided would be a verification of benefits and not a guarantee of payment.
[CUSTOMER][NEUTRAL] Uh, are you still there?
[CUSTOMER][NEGATIVE] Oh no.
[AGENT][NEUTRAL] What is your's name and their date of birth?
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] I am.
[CUSTOMER][NEUTRAL] Uh, I am so sorry you broke up a little bit. What is, uh, uh, you're asking me the patient's name and date of birth, correct?
[AGENT][NEUTRAL] I did. Yes, ma'am, and I don't know if you heard me say but any information provided would be a verification of benefits and not a guarantee of payment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh thank you so much. I know I didn't know the, the call broke up. Alright, uh, so I have, uh, the member's name is [PII].
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] And I hope I'm pronouncing this correctly.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] You're Welcome.
[AGENT][NEUTRAL] OK, so I just showed that he is a dependent on the supplemental policy and it is active with an effective date of a.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um, I
[AGENT][NEUTRAL] You probably already know this.
[CUSTOMER][NEUTRAL] OK, so [PII], OK.
[AGENT][NEUTRAL] Mhm. And we will have to have a copy of the primary insurance company's explanation of benefits along with the claim.
[CUSTOMER][NEUTRAL] OK, you be.
[AGENT][NEUTRAL] And then you already have our online service center portal to check claim status, correct? OK.
[CUSTOMER][NEUTRAL] Yes, I do. I, yes. And [PII], can I please have the last of your initial and a call reference number?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] My name in today's date.
[CUSTOMER][POSITIVE] OK. All right. Thank you so much.
[AGENT][NEUTRAL] It will be the call reference number and the first S as in Sam.
[CUSTOMER][POSITIVE] OK. Um, thank you so much. You have a nice day.
[AGENT][POSITIVE] Well, you are welcome. Yes, ma'am. So that's all I can help you with, [PII]. I hope you have a nice day too, and thank you again for calling APL.
[CUSTOMER][POSITIVE] You too. Thank you. Bye bye.
[AGENT][POSITIVE] You're welcome. Bye bye.