AccountId: 011433970860
ContactId: 80edf919-eafe-420f-b586-9013ac82d9fe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 151660 ms
Total Talk Time (AGENT): 64395 ms
Total Talk Time (CUSTOMER): 80539 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/80edf919-eafe-420f-b586-9013ac82d9fe_20250110T14:47_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh, yes, good morning. This is the AdventHealth urgent care. We have a patient here. I was just confirming the.
[CUSTOMER][NEGATIVE] I can't even think. Eligibility on I couldn't think eligibility on the patient's insurance card.
[AGENT][NEUTRAL] Mm
[AGENT][POSITIVE] Yeah it's OK.
[AGENT][POSITIVE] OK, no problem. All right, sure, I can assist you with eligibility.
[CUSTOMER][NEUTRAL] My mind went blow.
[AGENT][NEUTRAL] It's Friday, it's Friday, it's OK.
[AGENT][NEUTRAL] And may I have your name?
[CUSTOMER][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][NEUTRAL] OK, and may I have a callback number just in case we get disconnected, Miss [PII].
[CUSTOMER][NEUTRAL] No problem. It's [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Thank you and may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Policy number, let me grab it real quick. Oh Lord, I was just at it.
[CUSTOMER][NEUTRAL] It is OK, 0242.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] 02424880 M as in Mary, L as in love, 8.
[AGENT][NEUTRAL] Thank you and may I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] I have [PII], two last names, um, and date of birth I have is [PII].
[AGENT][NEUTRAL] OK. All right, and you said you need eligibility. Um, we have an effective date of [PII].
[AGENT][NEUTRAL] It is active at the moment and this is one of our secondary supplemental plan to the major medical.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect, perfect. What was your name again?
[AGENT][NEUTRAL] My name is [PII]. That's initial [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then is there a confirmation number? I just wanna put it on her chart so I'll know that we did verify.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will, Miss [PII].
[CUSTOMER][NEUTRAL] Oh, OK, you said [PII] something. I didn't catch the last.
[AGENT][NEUTRAL] Last initial
[AGENT][NEUTRAL] Last initial [PII] it's OK.
[CUSTOMER][POSITIVE] Oh, I got you. OK, so, thank you so much. I appreciate your help. OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm
[AGENT][POSITIVE] You're welcome, Ms. Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too now bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.