AccountId: 011433970860
ContactId: f273c000-fb47-4ed7-8a11-8572f6f3e3d3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122500 ms
Total Talk Time (AGENT): 51548 ms
Total Talk Time (CUSTOMER): 47969 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/f273c000-fb47-4ed7-8a11-8572f6f3e3d3_20250425T19:25_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII] I'm giving you a call from Orlando Health. Uh, we have a patient coming with this insurance. I just wanna verify if the insurance is still active and if uh we're in network uh with the insurance.
[AGENT][NEUTRAL] OK, sure, I can assist you with eligibility and network information. I'm sorry, I didn't quite catch your name. Can you repeat your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. OK. And may I have a callback number just in case we get disconnected with [PII]?
[CUSTOMER][NEUTRAL] Sure, it's gonna be [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] See
[CUSTOMER][NEUTRAL] I have here one is in hospital and one is outpatient. So let me do the outpatient, which is 01904346 M as in Mary, L as in Larry, 8.
[AGENT][NEUTRAL] All right, thank you. And may I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] and then [PII].
[AGENT][NEUTRAL] OK, so that. OK, thank you. All right, and we have an effective date of um [PII]. It is active at the moment and this is one of our secondary supplemental plans for the major medical. So there's no network with this one. We follow primary.
[CUSTOMER][NEUTRAL] OK, no problem. So it's still active though?
[AGENT][POSITIVE] It is active, yes.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] OK, perfect. I'll go ahead and input this information in the system.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, that will be all.
[AGENT][POSITIVE] OK, thank you for calling APO. Have a good day, Miss [PII].
[CUSTOMER][POSITIVE] Thank you. You as well. Mm bye bye.
[AGENT][POSITIVE] Thank you. OK.