AccountId: 011433970860
ContactId: 990569a3-92e8-4d4c-8a24-cecfb12c3443
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 99029 ms
Total Talk Time (AGENT): 40279 ms
Total Talk Time (CUSTOMER): 52977 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/990569a3-92e8-4d4c-8a24-cecfb12c3443_20250519T16:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] calling from AdventHealth Aid City, and I am just calling to verify a patient's, uh, secondary to Aetna plan to make sure it's active.
[AGENT][POSITIVE] All right, I'm happy to check on benefits and eligibility. What's the policy number?
[CUSTOMER][NEUTRAL] 02605808.
[AGENT][NEUTRAL] Patient's name and
[CUSTOMER][NEUTRAL] And I'm sorry, I didn't write your name down.
[AGENT][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] That's that's all right. My name is [PII].
[CUSTOMER][NEUTRAL] [PII], sorry about that, [PII]. Uh patient's name is [PII], and her date of birth is [PII].
[AGENT][POSITIVE] No, no worries.
[AGENT][NEUTRAL] Thank you. So [PII] is active. Effective date is [PII]. We are the secondary insurance, so it does cover deductible, co-pay, co-insurance. The primary does not.
[CUSTOMER][NEUTRAL] OK, perfect. And do you, do you, um, uh, let's see, let me verify the address that we have is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Perfect well thank you so much [PII] and I just need a reference number and I'm good to go.
[AGENT][NEUTRAL] Absolutely. Call references my name with my last initial in today's date. My name again is [PII], last initial [PII], then today's date.
[CUSTOMER][POSITIVE] Perfect thank you so much for your time. I hope you have a great rest of your day.
[AGENT][NEUTRAL] You too. Bye bye.