AccountId: 011433970860
ContactId: 83e40b73-a2f7-4c16-b712-72db2ee84749
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 115940 ms
Total Talk Time (AGENT): 55066 ms
Total Talk Time (CUSTOMER): 49901 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/83e40b73-a2f7-4c16-b712-72db2ee84749_20250605T14:58_UTC.wav
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[CUSTOMER][POSITIVE] So I was checking on something for, but go ahead, I'm out I'm sorry.
[AGENT][POSITIVE] Thank you for
[AGENT][NEUTRAL] This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning. My name is [PII] calling from AdventHealth Central Care trying to confirm a patient's benefits.
[AGENT][POSITIVE] All right. Happy to check benefits. Yeah, happy to check benefits. What's your policy number?
[CUSTOMER][NEUTRAL] Eligibility.
[CUSTOMER][NEUTRAL] And I have an outpatient benefit cert number.
[AGENT][POSITIVE] That'll work, yeah.
[CUSTOMER][POSITIVE] Perfect. 01923354 M for mother, L for love, the number 8.
[AGENT][NEUTRAL] Thank you, and then patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] Date of birth [PII], and this is for urgent care.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, so patient is active. Effective date on here is [PII]. We are the members secondary insurance, so this covers deductible, co-pay, co-insurance that the primary does not.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And their outpatient benefit.
[AGENT][NEUTRAL] On here is a max per calendar day, which is $1000.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And her primary value urgent care, does that cover urgent care services?
[AGENT][NEUTRAL] It does cover urgent care. Uh-huh.
[CUSTOMER][POSITIVE] Perfect. And is there a reference number I can have for the call?
[AGENT][NEUTRAL] Yes, ma'am. So call reference is gonna be my name with today's date. My name again is [PII], that's [PII] Last initial is gonna be [PII], and then today's date.
[CUSTOMER][POSITIVE] You're the best. Thank you so much, ma'am.
[AGENT][POSITIVE] You're welcome have a good day.
[CUSTOMER][POSITIVE] You too appreciate it bye bye.
[AGENT][NEUTRAL] Uh bye bye.