AccountId: 011433970860
ContactId: 02422851-52bd-4bb8-8e51-cea80993e178
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 284799 ms
Total Talk Time (AGENT): 85587 ms
Total Talk Time (CUSTOMER): 115037 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/02422851-52bd-4bb8-8e51-cea80993e178_20250310T20:28_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, my name is [PII]. I'm calling from provider's office to check on member eligibility.
[AGENT][NEUTRAL] OK, sure I can assist you with the eligibility and Mr. [PII], where are you calling from?
[CUSTOMER][NEUTRAL] I'm calling from Baptist Hospital of Miami.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. And may I have a callback number just in case we get disconnected, Mr. [PII]?
[CUSTOMER][NEUTRAL] Callback number will be [PII] with an extension [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And may I have the patient's policy number, Mr. [PII]?
[CUSTOMER][NEUTRAL] Sure, sure. Uh, the patient's policy number will be 01834184 M as in Mike, L as in Lima, 8.
[AGENT][NEUTRAL] Thank you. One moment, let me pull this information.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] No, no
[CUSTOMER][POSITIVE] Mhm. Take your time.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] And the first name is [PII], and the last name is [PII] with the date of birth [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you said you need eligibility today, correct?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, the most recent policy we have for this member was effective [PII] and it terminated [PII]. There's no other policies available for this number.
[CUSTOMER][NEUTRAL] Thank you for that. So, for the confirmation, uh, the member's effective date.
[CUSTOMER][NEUTRAL] It's [PII] and it got terminated on [PII], right?
[AGENT][POSITIVE] That is correct, yes, Mr. [PII].
[CUSTOMER][POSITIVE] Thank you so much for that. And uh may I know your name?
[AGENT][NEUTRAL] My name is [PII]. That's [PII].
[CUSTOMER][POSITIVE] Thank you so much for that, sir.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] And uh I do have one more member to check for eligibility. Could you please also help me with that number?
[AGENT][NEUTRAL] Mm, sure, I just need to make a note on this one and then we can move forward, OK?
[CUSTOMER][NEUTRAL] And for this number, the reference number will be your name on today's date, right?
[AGENT][POSITIVE] Correct, yes.
[CUSTOMER][POSITIVE] Thank you so much for the confirmation. And uh just let me know when you're ready for the next member's ID number so that I can provide you the member ID.
[AGENT][NEUTRAL] I see.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. May I have the other policy number?
[CUSTOMER][NEUTRAL] E as in Echo, Y.
[CUSTOMER][NEUTRAL] Sure. The policy number for the next member, it's
[CUSTOMER][NEUTRAL] One moment. OK. I have the policy number as 101433388 M as in Mike, L as in Lima, number 8.
[AGENT][NEUTRAL] What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] And the first name is [PII] and the last name is [PII] with the date of [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] This policy was effective from [PII].
[CUSTOMER][NEUTRAL] [PII] and do on [PII], right?
[AGENT][NEUTRAL] [PII]. Yes.
[CUSTOMER][POSITIVE] Thank you so much for that, sir. And for this plan too, the member has no longer active plan, right?
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Correct, none with us.
[CUSTOMER][POSITIVE] Mhm. Thank you for that. And that's all for today. Have a great day and stay safe.
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] You as well thank you for calling ATL. bye bye.
[CUSTOMER][POSITIVE] Thank you. Bye.