AccountId: 011433970860
ContactId: ce606a4f-6e46-4d1f-8b23-a82aa8863ce2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 189580 ms
Total Talk Time (AGENT): 80298 ms
Total Talk Time (CUSTOMER): 81328 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/ce606a4f-6e46-4d1f-8b23-a82aa8863ce2_20250528T21:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello [PII], this is [PII] with AdventHealth. I need to check eligibility please.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with eligibility. May I get your callback number, ma'am?
[CUSTOMER][NEUTRAL] [PII] no extension.
[AGENT][NEUTRAL] Thank you. And then what is the member's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] [PII] [PII] and what else did you ask me for? I'm sorry, I'm tired.
[AGENT][NEUTRAL] That's OK. It's been a long day.
[AGENT][NEUTRAL] You, I just.
[CUSTOMER][NEUTRAL] I got 2 out of the 3.
[AGENT][NEUTRAL] Yes, ma'am. We just need her policy number.
[CUSTOMER][NEUTRAL] Oh, that's right, OK, that is.
[CUSTOMER][NEUTRAL] 01336688 M as in Mary, L as in Larry, S as in Sam.
[AGENT][NEUTRAL] OK, let me look her up real quick.
[CUSTOMER][POSITIVE] You take your time. I'll take a nap.
[AGENT][NEUTRAL] Do I need to put you on hold?
[AGENT][POSITIVE] Do we, I think we might have, we might have something I need to look up, so I'm just playing, give you some time.
[CUSTOMER][NEUTRAL] Oh, actually we're both.
[CUSTOMER][NEUTRAL] It's a it's gonna be a very difficult, very intricate call so you and I both need to set our headphones down and lay down for a couple hours.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Exactly. That's funny.
[CUSTOMER][NEGATIVE] Mhm, took a long time to get it straight.
[AGENT][NEGATIVE] Yeah, computer issues.
[CUSTOMER][POSITIVE] Absolutely.
[AGENT][NEUTRAL] OK, Ms. [PII], I do show, um, I'm sorry, you're not [PII], you're [PII], there we go.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I'm not alone. There we go.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I do show that this policy for Ms. [PII] is active. Um, her effective date is [PII].
[AGENT][NEUTRAL] And it's current.
[CUSTOMER][NEUTRAL] I have a claims mailing address of [PII]. Is that correct?
[AGENT][POSITIVE] Yeah yes ma'am.
[CUSTOMER][NEUTRAL] Are you sure?
[AGENT][NEUTRAL] Yeah, so yeah.
[CUSTOMER][NEUTRAL] All right, reference number and I'll get out of your Wednesday.
[AGENT][NEUTRAL] OK, um, it's just gonna be my name [PII] and today's date.
[CUSTOMER][POSITIVE] And date alright sweetie thank you for the help. I appreciate it.
[AGENT][POSITIVE] You're welcome, Miss [PII]. I hope you have a good rest of your day and we appreciate you calling APL ma'am.
[CUSTOMER][POSITIVE] Oh you too sweetie take care.
[AGENT][NEUTRAL] You too bye bye ma'am.
[CUSTOMER][NEUTRAL] Bye.