AccountId: 011433970860
ContactId: 7a6fa680-6caf-43a1-bc55-d752a6f9e36c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 168699 ms
Total Talk Time (AGENT): 84808 ms
Total Talk Time (CUSTOMER): 49061 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/7a6fa680-6caf-43a1-bc55-d752a6f9e36c_20250228T16:10_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, my name is [PII], and I'm calling from AdventHealth Outpatient imaging, and I was calling to verify coverage on a patient, please.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, yeah, I'd love to help you with um verifying benefits today. Do you have a good callback number I can snack from you real quick, Ms. [PII]?
[CUSTOMER][POSITIVE] A good a good call back number that you can I can fax you?
[AGENT][NEUTRAL] Then you could just can I take a call back number down?
[CUSTOMER][NEUTRAL] Oh, OK, [PII]. I thought you wanted me to fax you something.
[AGENT][NEUTRAL] Oh, that's I'm sorry. I don't, I might have said something crazy. I'm so sorry. What is the policy number I can take, I can look out for you.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] 23794.
[AGENT][NEUTRAL] 23794. Is that it today?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Pardon me?
[AGENT][NEUTRAL] Was that the whole number for you?
[CUSTOMER][NEUTRAL] Yes, it's showing like a group number.
[AGENT][NEUTRAL] Oh, OK, let me try searching through the group, one second.
[AGENT][NEUTRAL] And just the last name of your insured?
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][POSITIVE] Awe.
[AGENT][NEUTRAL] OK, bear with me.
[AGENT][NEUTRAL] And the first name and date of birth, pretty please.
[CUSTOMER][NEUTRAL] Um, first name [PII]
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you, thank you, and hang tight with me one second.
[AGENT][NEUTRAL] All right, so I do see Ms. [PII] or Mr. [PII] here. I'm sorry. Um, I have the effective date listed as [PII]. Uh, he is current and active with us, and I'm going to get those benefits pulled up for you. Are we looking for inpatient or outpatient today?
[CUSTOMER][NEUTRAL] Uh, outpatient services.
[AGENT][POSITIVE] Outpatient services awesome. I do wanna let you know that any benefits I give you over the phone is going to be a verification of coverage and not a guarantee of payment.
[CUSTOMER][NEUTRAL] OK, yeah, I basically just want to make sure that it was active and um.
[AGENT][NEGATIVE] Oh, you don't even perfect.
[CUSTOMER][NEUTRAL] Yeah, so, uh, do you have a call reference number?
[AGENT][NEUTRAL] Yes, I do. It's my name [PII], first initial last name B like [PII] in today's date.
[CUSTOMER][POSITIVE] OK. uh A [PII] in today's date. OK, thank you so much.
[AGENT][POSITIVE] Yeah, hey, it's my pleasure you take care and have a wonderful day thank you for calling APL.
[CUSTOMER][POSITIVE] OK bye bye thank you bye bye.
[AGENT][NEUTRAL] Bye bye.