AccountId: 011433970860
ContactId: 0cd0a7c7-7d07-4cea-baca-5f7fcfb842d3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 197660 ms
Total Talk Time (AGENT): 63145 ms
Total Talk Time (CUSTOMER): 105011 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/0cd0a7c7-7d07-4cea-baca-5f7fcfb842d3_20250106T15:22_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][POSITIVE] Hi, so happy new [PII]. My name is [PII] calling from Baptist Health here in [PII], calling for eligibility, please.
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] OK, sure, I can assist you with the leisure, Miss [PII]. Happy [PII]. And may I have a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 01672908 ML 8.
[AGENT][POSITIVE] OK, thank you
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII], born [PII].
[AGENT][NEUTRAL] All right then thank you. Um, let me see if I have a new policy. This one is terminated.
[AGENT][NEUTRAL] Mm, no, I don't have a new policy for this um family. The last policy I got here was terminated [PII].
[CUSTOMER][NEUTRAL] Oh, it terminated?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] Oh, that's not good. OK, hold on one, and they don't have, they have nothing else with you guys?
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No, nothing else with us.
[CUSTOMER][NEUTRAL] OK, that's fine. Then then we'll just leave it as is, um, let me, let me see something here. Hold on. So then we'll just leave the primary insurance as is. OK, let me just check one more thing.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm. Sure.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's see here.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so then now they'll have a copay then for that one second, let me just add something.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You know that they didn't scan their insurance cards so there's no way, you know, there's no way of knowing.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yeah, there's
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK, so let me just check one more thing.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, perfect. OK, so let me added that. Um, OK, and then let's see, so, and I'm sorry, you said the policy terminated when?
[AGENT][NEUTRAL] It was uh [PII].
[CUSTOMER][NEUTRAL] Oh my, OK, let me write that down.
[AGENT][NEUTRAL] Yeah, long time ago.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right? I mean, it's crazy, but unfortunately people don't know, you know.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. So it is spoke.
[CUSTOMER][NEUTRAL] With rep named Soul and removed American Pub Life Rep.
[CUSTOMER][NEUTRAL] Dad
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Insurance terminated.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, mhm.
[CUSTOMER][POSITIVE] All right, thank you for letting me know, have a great day.
[AGENT][NEUTRAL] You as well. Is there anything else I may help you with today, Ms [PII]?
[CUSTOMER][POSITIVE] No, thank you. Bye bye take care.
[AGENT][POSITIVE] OK, thank you for calling too. You as well. Have a good day. Bye bye.
[CUSTOMER][NEUTRAL] Bye-bye.