AccountId: 011433970860
ContactId: 981bf20d-2c3c-4963-b176-44040f78f446
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 123879 ms
Total Talk Time (AGENT): 53937 ms
Total Talk Time (CUSTOMER): 45290 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/981bf20d-2c3c-4963-b176-44040f78f446_20250225T17:26_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, yes, um, I'm calling from AdventHealth Hendersonville, um, and I'm trying to see just if this policy is active.
[AGENT][NEUTRAL] OK, sure. I can assist you with the eligibility. And may I have your name?
[CUSTOMER][NEUTRAL] Yes, it's [PII]
[AGENT][NEUTRAL] OK, and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][NEUTRAL] Thank you. What's the patient's policy number?
[CUSTOMER][NEUTRAL] 02551589
[AGENT][NEUTRAL] All right, thank you, one moment.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Sure, it's [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, perfect. Thank you. Alright, and you say you need eligibility. We have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plan to the major medical.
[CUSTOMER][POSITIVE] Got it. OK, wonderful. That's all I needed to know. I, I really appreciate your help. And if you don't mind, if I just get a um your first name, the first initial of your last name, and then if you have a reference number, if I can notate that.
[AGENT][NEUTRAL] You're welcome. Mhm.
[AGENT][NEUTRAL] Yes sir.
[AGENT][NEUTRAL] OK, we don't have a reference numbers. You can use my name in today's date. My name is [PII], that's [PII].
[CUSTOMER][POSITIVE] All right thank you so much I appreciate your help.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day, Ms. [PII].
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.