AccountId: 011433970860
ContactId: 9d119520-fd6b-44d2-9609-28fcf061183d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 82440 ms
Total Talk Time (AGENT): 32790 ms
Total Talk Time (CUSTOMER): 34580 ms
Interruptions: 0
Overall Sentiment: AGENT=3.8, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/9d119520-fd6b-44d2-9609-28fcf061183d_20250129T17:56_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], this is [PII] calling to you from AdventHealth Medical Group. How are you? I need to verify benefits place on one of your insured.
[AGENT][POSITIVE] I'm good.
[AGENT][POSITIVE] All right, I'm happy to help with that, [PII]. How are you today?
[CUSTOMER][POSITIVE] I'm doing wonderful, thank you for asking.
[AGENT][POSITIVE] Great. Can I get the policy number?
[CUSTOMER][NEUTRAL] Sure, the member number I have here is 02571901 M as in Mary, L as in Larry, number 8. This is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right. OK.
[AGENT][NEUTRAL] And date of birth?
[CUSTOMER][NEUTRAL] Her date of birth is [PII].
[AGENT][POSITIVE] Thank you so much. So patient plan is active. The effective date is [PII]. We are the members secondary insurance, so this covers deductible, co-pay, and co-insurance. The primary doesn't.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Alrighty and um so it covers any deductible and copays, right?
[AGENT][POSITIVE] Mhm, correct.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're welcome. Anything else I can help you with today?
[CUSTOMER][POSITIVE] That would be it thank you so much.
[AGENT][POSITIVE] Have a good one, bye bye.