AccountId: 011433970860
ContactId: a14cbb23-e0db-4914-96f4-e10712807552
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 124019 ms
Total Talk Time (AGENT): 46687 ms
Total Talk Time (CUSTOMER): 64630 ms
Interruptions: 2
Overall Sentiment: AGENT=1.4, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/a14cbb23-e0db-4914-96f4-e10712807552_20250417T14:53_UTC.wav
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[AGENT][NEUTRAL] Call APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes. Hi. Good morning. My name is [PII]. I'm calling from AdventHealth, and I wanted to check eligibility for a mutual patient.
[AGENT][POSITIVE] Sure, could I have your call back number and the policy number for the member and and you and I'll be able to assist you.
[CUSTOMER][NEUTRAL] Um, the policy, a callback number is [PII].
[CUSTOMER][NEUTRAL] And um uh the member ID is 2549492.
[AGENT][NEUTRAL] And what is this member's name and date of birth?
[CUSTOMER][NEUTRAL] Um, I have A [PII], and date of birth is [PII].
[AGENT][POSITIVE] Thank you, and you did say your name was [PII], correct?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Yes, um, and you said your name is [PII], right? I, I did not like it, you answered so quickly.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, my name is [PII]. You're calling to verify benefits and eligibility for what place of service?
[CUSTOMER][NEUTRAL] Uh, this is for outpatient hospital is secondary to the plane.
[AGENT][NEUTRAL] This member's gap insurance has outpatient benefits of $6000 per calendar year. This is not a guarantee of benefits, just a disclaimer of the policy coverage. This policy has been active since [PII] and it's currently active.
[CUSTOMER][NEUTRAL] On [PII] and present, OK.
[CUSTOMER][NEUTRAL] And uh can I have uh a call reference?
[AGENT][NEUTRAL] And utilize $99.31 for time of the year.
[AGENT][NEUTRAL] Excuse me.
[CUSTOMER][NEUTRAL] All right. And I just needed uh.
[AGENT][NEUTRAL] We don't provide reference numbers, agent, however, you can use my name in today's date as reference.
[CUSTOMER][POSITIVE] All right. Thank you so much, [PII]. You have a nice day.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. You have a great one as well.
[CUSTOMER][POSITIVE] You too. Thank you, bye bye.