AccountId: 011433970860
ContactId: 8df1dee2-1072-4be4-b0c6-52746b40ebf0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 133360 ms
Total Talk Time (AGENT): 49214 ms
Total Talk Time (CUSTOMER): 38168 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/8df1dee2-1072-4be4-b0c6-52746b40ebf0_20250225T18:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I'm calling from AdventHealth. I'm trying to verify um network for a member.
[AGENT][NEUTRAL] OK, Ms. [PII]
[AGENT][NEUTRAL] [PII], I can help you with the network. Um, can I please get this ma'am?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] May I have your callback number, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK, thank you and what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] The name is [PII]. Date of birth is [PII], and the policy number is 01939938.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK. Uh, this is not the primary insurance, so there will not be, um, a, a network, uh, it's based on the primary insurance where they can go with the primary insurance.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] This is a supplemental insurance that helps with deductible, co-pay and co-insurance.
[CUSTOMER][NEUTRAL] OK perfect and can I get a reference number for the call please?
[AGENT][NEUTRAL] Yes, ma'am. You can use my name, [PII], and today's date.
[CUSTOMER][POSITIVE] OK perfect thank you so much.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. You have a good week and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] Bye bye.