AccountId: 011433970860
ContactId: d3c7b6b2-f22c-4911-88d9-cbac918bf006
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 97080 ms
Total Talk Time (AGENT): 45969 ms
Total Talk Time (CUSTOMER): 39917 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/d3c7b6b2-f22c-4911-88d9-cbac918bf006_20250207T17:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII]. I work with AdventHealth Heart of Florida, and I was trying to call to verify eligibility for one of our patients in the emergency room.
[AGENT][POSITIVE] OK. Yeah. Happy to help, [PII]. Do you have their policy number?
[CUSTOMER][NEUTRAL] Uh, yes ma'am.
[AGENT][NEUTRAL] Whenever you're ready.
[CUSTOMER][NEUTRAL] Uh it's uh 024.
[CUSTOMER][NEUTRAL] 62238.
[CUSTOMER][NEUTRAL] M as in Mary. L as in Lima, 8.
[AGENT][NEUTRAL] Thank you for that. And then if I can get patient's name and date of birth?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] First name is gonna be [PII].
[CUSTOMER][NEUTRAL] Last name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you [PII]. So the patient is active. Uh, the effective date on this is [PII]. We're the patient's secondary insurance, so this is gonna cover deductible, co-pay, and co-insurance. The primary does not.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] Alright, and is there a reference number I can have for this call?
[AGENT][NEUTRAL] Absolutely, that's gonna be my name with my last initial and then today's date. My name again is [PII], that's [PII] Last [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then today's date you said correct?
[AGENT][POSITIVE] Yep, that is correct.
[CUSTOMER][POSITIVE] Perfect all right thank you so much.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.