AccountId: 011433970860
ContactId: eeebe051-821e-4cd9-a40d-68d106dd45a0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 194240 ms
Total Talk Time (AGENT): 90537 ms
Total Talk Time (CUSTOMER): 59621 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/eeebe051-821e-4cd9-a40d-68d106dd45a0_20250522T12:19_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] from AdventHealth. I was calling to check on eligibility.
[AGENT][NEUTRAL] OK, [PII], you're only needing eligibility for a member, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes ma'am, I can help you with that. And what is a good call back number for you please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and the member's policy number please, [PII]?
[CUSTOMER][NEUTRAL] It is 026-03788 M as in Mary, L 7.
[AGENT][NEUTRAL] OK, thank you, one moment.
[AGENT][NEUTRAL] And any information [PII] that I do provide will be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII] birthday is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, [PII], I do show that he is the subscriber on the supplemental policy and it is active with an effective date of [PII].
[AGENT][NEUTRAL] And if you all will be filing a claim for him with us [PII] when the claim is submitted, we will also have to have a copy of his primary insurance company's explanation of benefits as well.
[AGENT][NEUTRAL] And then once we have processed the claim here at APL we do have a portal in which you should be able to check claim status and our portal website is located at secured.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, let me make sure we have the correct address, uh, [PII].
[AGENT][NEUTRAL] That is correct. [PII].
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. OK. All right. And can I have your
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes, [PII]. OK, and just like the end of the [PII]. OK, um, can I have the, uh, your name and a reference number please?
[AGENT][POSITIVE] That's correct.
[AGENT][NEUTRAL] Again, my name is [PII], and my name and today's date will be your call reference number.
[CUSTOMER][POSITIVE] OK. All right, thank you very much. Have a good day.
[AGENT][POSITIVE] Well, I hope you have a good day too, [PII]. So if that is all I can help you with, and thank you again for calling APL.
[CUSTOMER][POSITIVE] Thank you, bye bye.
[AGENT][POSITIVE] You're welcome. Bye-bye.