AccountId: 011433970860
ContactId: dda0d910-ef54-408d-bf21-2ad800b04f02
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 212869 ms
Total Talk Time (AGENT): 56141 ms
Total Talk Time (CUSTOMER): 88982 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/dda0d910-ef54-408d-bf21-2ad800b04f02_20250228T17:24_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] calling from AdventHealth. I need eligibility. Could you please help on that?
[AGENT][NEUTRAL] OK, I can verify eligibility for you and your name is again?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, thank you. And what's that policy number, please?
[CUSTOMER][NEUTRAL] Yes, it is 0361.
[CUSTOMER][NEUTRAL] 06722.
[AGENT][NEUTRAL] Um, it's not one of our policy numbers. What's the patient's name, date of birth?
[CUSTOMER][NEUTRAL] The patient name is [PII].
[CUSTOMER][NEUTRAL] My date of birth is [PII].
[AGENT][NEUTRAL] Can you spell that first and last name for me, please?
[CUSTOMER][NEUTRAL] Yeah, sure. It is uh [PII].
[AGENT][NEUTRAL] OK, thank you. And Ms. [PII], do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes. It is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you. Give me one moment, please.
[AGENT][NEUTRAL] And what state is this patient from?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] Just a moment. Yes, it is here now.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, do not show her in our system. Um, do you have a copy of the card in front of you?
[CUSTOMER][NEUTRAL] Just, just a moment. I'll check and I'll let you know.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm, no, OK. I don't have any ID code.
[AGENT][NEUTRAL] OK. Well, I would say you probably have to contact that patient cause I'm not showing them in our system.
[CUSTOMER][POSITIVE] OK. OK. Thank you so much for your help. May I know the call reference number?
[AGENT][NEUTRAL] Alright, you're welcome. Uh, we don't give reference numbers, but uh if you like, you may use my name in today's date.
[CUSTOMER][NEUTRAL] Could you please spell your name if you don't mind?
[AGENT][NEUTRAL] Sure, it's [PII] [PII].
[CUSTOMER][POSITIVE] OK, OK, sir. Thank you so much for your help. Have a great day. Bye-bye.
[AGENT][POSITIVE] You too. Thank you for calling APL. Bye.