AccountId: 011433970860
ContactId: c8fd503b-df93-4e2f-a606-cbbed2fafaee
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 231759 ms
Total Talk Time (AGENT): 91645 ms
Total Talk Time (CUSTOMER): 98901 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/c8fd503b-df93-4e2f-a606-cbbed2fafaee_20250417T17:18_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] with AdventHealth. I need to check eligibility, please.
[AGENT][NEUTRAL] All right, [PII]. Happy to check on eligibility. What's the patient's policy number?
[CUSTOMER][NEUTRAL] I have.
[CUSTOMER][NEUTRAL] 02518203
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then [PII], do you have a good call back number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Appreciate you. And then what's the uh patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII] [PII].
[AGENT][NEUTRAL] Thank you. So, patient is active. Effective date on here is [PII]. Uh, we are the members secondary insurance, so this is gonna cover deductible, co-pay, co-insurance. The primary does not.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Actually, that's changed. Let me give you the corrected one.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's uh [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that's in [PII].
[CUSTOMER][NEUTRAL] Oh, it's spelled [PII] for OK.
[AGENT][NEUTRAL] OK [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then zip code is gonna be [PII].
[CUSTOMER][NEUTRAL] The zip code?
[CUSTOMER][NEUTRAL] [PII]. OK. Is there a payer ID?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, ma'am. It's gonna be 60801.
[CUSTOMER][NEUTRAL] OK, let me repeat the information back to you, uh, [PII], is it [PII] or just [PII]?
[AGENT][NEUTRAL] It's [PII], [PII].
[CUSTOMER][NEUTRAL] OK, great. [PII] and then your payer ID is 60801.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, I'm gonna go ahead and leave this in a commercial plan. It's called American Public Life, correct?
[AGENT][NEUTRAL] Mhm, that's the name of our company, yes ma'am.
[CUSTOMER][NEUTRAL] OK, do we have a group number?
[AGENT][NEUTRAL] Uh let me check here one moment.
[AGENT][NEUTRAL] Group number I show is 17605.
[CUSTOMER][POSITIVE] Great, wonderful, and this will be crossed over or no this is um Cigna, so it probably won't be crossed over. You show Cigna is primary?
[AGENT][NEUTRAL] We don't have that information so you would have to check with the insured.
[CUSTOMER][NEUTRAL] OK, no problem, no problem, um, I'm sorry, what did you say your name was?
[AGENT][NEUTRAL] No, that's OK. My name is [PII], that's spelled [PII] And if you need a call reference, that's my uh name with my last initial in today's date. My last initials [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh, [PII], OK. And I'm sorry, what did you say the reference was?
[AGENT][NEUTRAL] My name with today's date.
[CUSTOMER][POSITIVE] Oh, OK, great. I do appreciate it thank you so very much. You have yourself a good afternoon, OK?
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] You too, [PII]. Bye bye.
[CUSTOMER][NEUTRAL] Uh uh-huh. Bye-bye.