AccountId: 011433970860
ContactId: ff265d8f-83d1-479e-bcd0-c46ff4a3918d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 196309 ms
Total Talk Time (AGENT): 77441 ms
Total Talk Time (CUSTOMER): 91958 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/ff265d8f-83d1-479e-bcd0-c46ff4a3918d_20250527T14:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. My last name is [PII]. I'm calling from AdventHealth Imaging facility. I'm here to verify the eligibility for the patient. Could you please help me with that?
[AGENT][NEUTRAL] Uh yes, I can help you with eligibility, [PII]. Can I please get your callback number, sir?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah, sure, it's [PII] and it's a direct line.
[AGENT][NEUTRAL] Thank you, sir. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, the patient's name is um.
[CUSTOMER][NEUTRAL] [PII]. And the date of birth is [PII]. And the member ID is uh [PII] [PII].
[AGENT][POSITIVE] OK, thank you so much for that information. Let me pull up the policy.
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] All right, I do show that this policy for [PII] is no longer active.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, the policy terminated on.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] So.
[AGENT][NEUTRAL] And let me look to see if there's any active policies for her it's gonna be just a moment while computer pulls it in.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] She has an active policy. Let me give you that policy number. It's 2558033.
[CUSTOMER][NEUTRAL] OK I see that.
[AGENT][POSITIVE] And the policy is active, effective.
[CUSTOMER][NEUTRAL] Just a moment.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] Yeah, it's 255.
[AGENT][NEUTRAL] 2558033
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the policy is active effective [PII] and is current.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] May I know the pet name?
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] The payer's name?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] American Public Life.
[CUSTOMER][NEUTRAL] OK, for the same payer with different member ID right?
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK. Could you please spell your name for the documentation purpose?
[AGENT][NEUTRAL] Yes, sir. It's [PII]
[CUSTOMER][NEUTRAL] OK, [PII], and may I know the call reference for this call?
[AGENT][NEUTRAL] Yes sir, you can use my name [PII] and today's date.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you, [PII]. Have a nice day. Bye-bye.
[AGENT][POSITIVE] You're very welcome you have a good day too, and thank you for calling APL bye bye.
[CUSTOMER][NEUTRAL] Yeah. Yeah bye bye.
[CUSTOMER][NEUTRAL] Oh