AccountId: 011433970860
ContactId: f7bd9297-d46a-46ba-96ee-467f11b7af20
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 226100 ms
Total Talk Time (AGENT): 100008 ms
Total Talk Time (CUSTOMER): 112672 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/f7bd9297-d46a-46ba-96ee-467f11b7af20_20250123T18:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Last week or was it last week.
[CUSTOMER][NEUTRAL] Hi, I'm sorry, you said your name was [PII]?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I'm sorry, I apologize. [PII], my name is [PII]. I'm calling from Orlando Health Medical Group. I need to verify patient eligibility and where to submit claims. Would you be able to assist?
[AGENT][NEUTRAL] No, that's OK.
[AGENT][NEUTRAL] Of course I can check eligibility for you. You said your name was [PII]?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] And [PII] with [PII] at the end and [PII], can I have the initials of your last name if possible? Yes.
[AGENT][NEUTRAL] And [PII]
[AGENT][NEUTRAL] Um, yeah, it's uh A.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK and then can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Of course, [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Um, what I have here, I'm not sure if it's correct, is 01417753, [PII], and I think that's an 8. I don't think that's a B, it looks like an [PII].
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] Of course.
[AGENT][NEUTRAL] OK, and uh what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that [PII]. Uh, so this policy is active. Effective date was [PII], and this is a secondary medical policy. So it is designed to help with co-pay, deductible and co-insurance after major medical pays.
[CUSTOMER][NEUTRAL] Of course.
[CUSTOMER][NEUTRAL] OK, so it's still active. There has been no breaks since [PII]?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, perfect. Um, OK. The address I have is [PII]. Is that correct? No?
[AGENT][NEUTRAL] No ma'am.
[AGENT][NEUTRAL] No, no, it has updated um let me know when you're ready.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Yeah, I'm ready.
[AGENT][NEUTRAL] OK it is [PII].
[AGENT][NEUTRAL] And that is in [PII].
[CUSTOMER][NEUTRAL] [PII]. I'm sorry, one second for [PII]?
[AGENT][NEUTRAL] Uh, OK.
[CUSTOMER][NEUTRAL] OK. See, I just confessed you. I don't know my state. OK. And what's the zip there?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] OK. Is there a fax number?
[AGENT][NEUTRAL] Yes, um, I also got a payer ID too if you'd like, um, our fax number is OK, yeah, fax is [PII].
[CUSTOMER][NEUTRAL] Yeah, we'll do the fax number first.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK. And you said payer ID?
[AGENT][NEUTRAL] Yes, pay ID is 60801.
[CUSTOMER][NEUTRAL] OK, um, OK, I'm just gonna go over everything over everything, make sure I didn't miss type anything. So the ID number we have is correct. They've been active since [PII]. No breaks still active. The correct address is still [PII], OK [PII]. Fax number is [PII] ID 6081. Am I good?
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] Of course.
[AGENT][POSITIVE] That is correct. Yes, ma'am. You got it all.
[CUSTOMER][POSITIVE] Perfect. OK. Uh, perfect. OK, I do thank you for your help, [PII]. Is there a reference number for our conversation today?
[AGENT][NEUTRAL] Reference number would just be my first name, last initial, and today's date and then was there anything else I could help you with that?
[CUSTOMER][POSITIVE] Perfect. OK. Alright.
[CUSTOMER][POSITIVE] No, that's everything. Thank you so much, [PII]. Have a great rest of your Thursday.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL. You too, bye bye.
[CUSTOMER][POSITIVE] Thanks. Bye-bye.