AccountId: 011433970860
ContactId: d0533918-4773-4496-a563-28eb61aa8fbe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 170300 ms
Total Talk Time (AGENT): 79363 ms
Total Talk Time (CUSTOMER): 59669 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/d0533918-4773-4496-a563-28eb61aa8fbe_20250429T13:47_UTC.wav
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[AGENT][POSITIVE] Thanks for calling thanks for calling APL.
[AGENT][NEUTRAL] This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from AdventHealth Orlando in [PII], and I was trying to see if I could check on member eligibility, please.
[AGENT][NEUTRAL] Sure, I can assist you with that. Can I have the spelling of your name and a callback number?
[CUSTOMER][NEUTRAL] Yes, it's uh [PII] Phone number is [PII].
[AGENT][NEUTRAL] Thank you [PII] and what is the policy number that you're calling to verify benefits for?
[CUSTOMER][NEUTRAL] Sure. It is 1417741 M as in mother, L as in Lima, 7.
[AGENT][NEUTRAL] Thank you, [PII]. Could you verify that patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh yes. This is for [PII], [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] So let me give you the correct policy number for [PII] because that policy terminated in [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Let me know when you're ready for it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] The policy number is 2556129.
[AGENT][NEUTRAL] 255-6129. Give me [PII]'s date of birth again.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And this policy has been active since [PII] and it's currently active.
[AGENT][NEUTRAL] [PII], you're calling to verify benefits and eligibility for [PII]. Is it outpatient inpatient office visits?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, this is gonna be for an inpatient admission.
[AGENT][NEUTRAL] She's gonna be there more than 18 hours?
[CUSTOMER][NEUTRAL] Um, she was actually here for 3 days.
[AGENT][NEUTRAL] Got you, so she has inpatient benefits of $2000 per calendar year, and this is not a guarantee of benefits, just a disclaimer of the policy's coverage.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And she has not utilized any of her benefits for [PII]. Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, you said your name was [PII]?
[AGENT][NEUTRAL] Yes, [PII], and [PII], you can use my name in today's date as a reference because unfortunately we don't provide reference numbers.
[CUSTOMER][POSITIVE] OK awesome thank you so much for the help today.
[AGENT][POSITIVE] You're welcome thanks for calling APL. You have a great day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thanks, goodbye.
[CUSTOMER][NEUTRAL] Bye