AccountId: 011433970860
ContactId: b8228fac-fef8-4eb8-81de-413cccdc4ba8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 141610 ms
Total Talk Time (AGENT): 65467 ms
Total Talk Time (CUSTOMER): 67866 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/b8228fac-fef8-4eb8-81de-413cccdc4ba8_20250331T19:23_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] from AdventHealth Palm Coast. I have a patient who presented with this card, and I wanted to make sure that you know it's active and that it's verified and.
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] And it would be my pleasure to assist you, [PII]. What is a good callback number?
[CUSTOMER][NEUTRAL] Uh thank you. [PII].
[AGENT][NEUTRAL] [PII]. Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Well that's my another question. I was wondering if it's the one.
[AGENT][NEUTRAL] Do you have an APL card?
[CUSTOMER][NEUTRAL] Yeah, I'm wondering if it's the um certificate number?
[AGENT][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] OK, so it would be 02505719.
[CUSTOMER][NEUTRAL] ML 8.
[AGENT][NEUTRAL] And the patient's name and date of birth, please.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And his date of birth is [PII].
[AGENT][POSITIVE] All right, thank you, and it would be my pleasure to help you with the eligibility and benefits if needed. I'm showing that [PII]'s my pleasure. I'm showing that [PII]'s policy is active.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Effective date is [PII].
[AGENT][NEUTRAL] Now this is a secondary policy to his primary insurance.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And were you needing benefits, [PII]?
[CUSTOMER][NEUTRAL] No, I mean, no, so we're we're just gonna apply, you know, we'll file his primary insurance and then, you know, his whatever insurance doesn't pay they hit this one so alright, OK, is there a reference number to this call or?
[AGENT][POSITIVE] That's right.
[AGENT][NEUTRAL] The reference number would be my name and today's date, and I spell my name, [PII]
[AGENT][NEUTRAL] First initial and my last name is [PII].
[AGENT][NEUTRAL] Anything else I can help you with, [PII]?
[CUSTOMER][POSITIVE] No thank you very much you've been very helpful.
[AGENT][POSITIVE] It has been a pleasure to assist you with that eligibility. Thank you for calling APL. I hope you have a wonderful afternoon.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] Yeah bye bye.