AccountId: 011433970860
ContactId: 8c05b1a2-e3c1-47c1-a571-3e58d2a2a391
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 147559 ms
Total Talk Time (AGENT): 64661 ms
Total Talk Time (CUSTOMER): 57169 ms
Interruptions: 1
Overall Sentiment: AGENT=2.2, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/8c05b1a2-e3c1-47c1-a571-3e58d2a2a391_20250220T15:45_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] with AdventHealth. How are you today?
[AGENT][POSITIVE] I'm doing well. How are you?
[CUSTOMER][POSITIVE] I'm doing great thank you so much for asking.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And how may I assist you today, [PII]?
[CUSTOMER][NEUTRAL] Uh, yes, ma'am, I have a patient who's coming into us for an outpatient surgery procedure on the [PII], and they have y'all listed as their secondary, so I was just calling to verify benefits and eligibility if I could.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the eligibility and benefits. And may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Absolutely my phone number it's a direct line it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the policy number that was given to me is 60801.
[AGENT][NEUTRAL] That's the payer ID. Do you have a copy of the member's ID card?
[CUSTOMER][NEUTRAL] Uh, let me double check their file. Give me just a second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I hope they uploaded it. Um.
[CUSTOMER][NEUTRAL] OK, yes, I do. Here it is um 024934.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] 93 M like Mike L like Lima 8.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Of course.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[AGENT][NEUTRAL] Thank you for that, and all the information provided is a verification of benefits, not a guarantee of payment. So I am showing the policy is active. It's been effective since [PII]. Um, the outpatient procedure, the policy will pay up to $1500 per calendar year for outpatient expenses. Did you want me to see if any has been used for the year?
[CUSTOMER][NEUTRAL] If you don't mind please.
[AGENT][NEUTRAL] Sure, hold on one moment.
[AGENT][NEUTRAL] Um, so far she's not using any for the year.
[CUSTOMER][NEUTRAL] Alright, I think that's all I need is there a reference number for our call today.
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name in today's date. The first initial to my last name is [PII].
[CUSTOMER][POSITIVE] You are awesome, Miss [PII]. I hope you have a great rest of your day and enjoy your weekend when it finally gets here.
[AGENT][POSITIVE] Thank you. Thank you, you also, [PII], and thanks for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] Thank you bye bye.