AccountId: 011433970860
ContactId: a214b375-01a8-4a9d-8259-1adbd1b5c86e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 123360 ms
Total Talk Time (AGENT): 40680 ms
Total Talk Time (CUSTOMER): 68322 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/a214b375-01a8-4a9d-8259-1adbd1b5c86e_20250310T17:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII]. I'm calling from Orlando Health Medical Group. I need to verify the patient still has this insurance. Would you be able to help?
[AGENT][NEUTRAL] I can. You said your name is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] How do you spell your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, that's different.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and what's the
[CUSTOMER][NEUTRAL] And [PII], can I have the initials of your last name if possible?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And the policy number?
[CUSTOMER][NEUTRAL] Uh, policy here. Um, I guess this would be in hospital. 01417753ML7.
[AGENT][NEUTRAL] OK, and a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And so are you just checking eligibility or did you need inpatient benefits as well?
[CUSTOMER][POSITIVE] No, no, just the eligibility would be great.
[AGENT][NEUTRAL] OK, let me pull up the file.
[CUSTOMER][POSITIVE] Sure, thank you.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] All right, and I have the effective date for you. I'm showing [PII]. I show the policy is active at this time. And any other questions I can assist with today, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, we submit claims to APL [PII] OK [PII].
[AGENT][NEUTRAL] 8950, correct.
[CUSTOMER][NEUTRAL] Uh sure. OK, um, no, and I think that's it because this guy is secondary. perfect. I just need a reference number for our conversation, [PII].
[AGENT][NEUTRAL] My name in today's date.
[CUSTOMER][POSITIVE] Perfect. OK, thank you so very much. Have a great rest of your Monday.
[AGENT][POSITIVE] You're welcome. You too, thanks for calling APL have a good day.
[CUSTOMER][NEUTRAL] OK. Bye-bye.