AccountId: 011433970860
ContactId: a6c3d506-1299-443a-b9fa-d8856826c569
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 204059 ms
Total Talk Time (AGENT): 96763 ms
Total Talk Time (CUSTOMER): 64681 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/a6c3d506-1299-443a-b9fa-d8856826c569_20250217T17:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Did you say [PII]?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Thank you, [PII]. I'm [PII]. I'm with AdventHealth. I need to verify benefits, please.
[AGENT][POSITIVE] OK, I can help you with benefits, Ms. [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Can I please get your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][NEUTRAL] Thank you. And then what's the patient's name?
[CUSTOMER][NEUTRAL] This is for [PII].
[AGENT][NEUTRAL] And then what is [PII]'s date of birth?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I have [PII].
[AGENT][NEUTRAL] And his policy number, please?
[CUSTOMER][NEUTRAL] Uh, I don't know where this policy came from. I don't have a card, but I have 02203946 ML 8.
[AGENT][NEUTRAL] OK, let me look up that policy real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy with us. His effective date is [PII].
[AGENT][NEUTRAL] And this is just to verify coverage. It's not a guarantee of payment. He has a supplemental gap insurance policy that helps with deductible, co-pay, and co-insurance.
[AGENT][NEUTRAL] He has an inpatient benefit amount per calendar year of $8500 and then he also has an outpatient calendar year benefit amount of $6000.
[CUSTOMER][NEUTRAL] OK, um, so I have the right policy number?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, and where do we send the claims to?
[AGENT][NEUTRAL] You'll send them to APL claims and that is [PII].
[AGENT][NEUTRAL] That's in [PII].
[CUSTOMER][NEGATIVE] I'm sorry, you're breaking up. [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that's in [PII] City, [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] You broke up again. I'm sorry, the number for the zip.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, and this isn't a Medicare supplement, correct?
[AGENT][NEUTRAL] No, this is um.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] A supplement that is secondary to their primary.
[CUSTOMER][NEUTRAL] OK, just making sure, um, I just need your first letter to your last name and a call reference number please.
[AGENT][NEUTRAL] Yes, ma'am. You can use my name. My first initial is [PII], you can use my name and today's date.
[CUSTOMER][POSITIVE] In today. OK, perfect. Thank you very much.
[AGENT][POSITIVE] You're very welcome you have a good day and thanks for calling APL.
[CUSTOMER][POSITIVE] Sure you too thank you.
[AGENT][POSITIVE] Bye-bye, ma'am. You're welcome.
[CUSTOMER][NEUTRAL] Bye bye.