AccountId: 011433970860
ContactId: 9214f166-46ba-4417-bb78-a6ade3d4773c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 141520 ms
Total Talk Time (AGENT): 33963 ms
Total Talk Time (CUSTOMER): 67191 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/9214f166-46ba-4417-bb78-a6ade3d4773c_20250407T21:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I'm sorry, I can barely hear you. Are you say [PII]?
[AGENT][NEUTRAL] Yes, can you hear me now?
[CUSTOMER][NEUTRAL] OK, um, yeah, a little bit better. My name's [PII]. I'm calling from AdventHealth in [PII]. I'm calling to verify eligibility on a patient.
[AGENT][NEUTRAL] OK, do you have a good callback number, [PII]?
[CUSTOMER][NEUTRAL] [PII]. My extension is [PII].
[AGENT][NEUTRAL] OK, do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Um, I have 02370333 ML 7.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, so the policy is effective [PII]. It's currently active.
[AGENT][NEUTRAL] And is this for outpatient benefits?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] It's inpatient. I, I don't need benefits. I just needed to know the eligibility. You said 1123?
[AGENT][NEUTRAL] 9123.
[CUSTOMER][NEUTRAL] 91 I'm sorry, and then what was the um name of the insurance? Is it American Public?
[AGENT][NEUTRAL] Yes, American Public Life.
[CUSTOMER][NEUTRAL] OK, and can you tell me if authorization will be required?
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] It is not required.
[CUSTOMER][NEUTRAL] Not required for an inpatient, um, would you be listed as a primary insurance or a secondary to a Medicare plan?
[AGENT][NEUTRAL] We are secondary.
[CUSTOMER][NEUTRAL] You know, you're always secondary? OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um, all right.
[CUSTOMER][NEUTRAL] I think that's everything. May I get a reference number for our call [PII]?
[AGENT][NEUTRAL] Uh, reference number is just my first name, first initial to last name which is D as in dog, and today's date.
[CUSTOMER][POSITIVE] Awesome alright thank you so much for your help you have a good day.
[AGENT][POSITIVE] Thank you for calling APL you as well.
[CUSTOMER][POSITIVE] Thank you bye bye.