AccountId: 011433970860
ContactId: 0ec7ab7f-0f4d-4b6f-ac04-38c8d9a17e83
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 233119 ms
Total Talk Time (AGENT): 99413 ms
Total Talk Time (CUSTOMER): 122149 ms
Interruptions: 1
Overall Sentiment: AGENT=3, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/0ec7ab7f-0f4d-4b6f-ac04-38c8d9a17e83_20250102T18:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII] calling from Baptist Health here in [PII]. Um, how are you today, [PII]?
[AGENT][POSITIVE] I'm good. [PII], how are you?
[CUSTOMER][POSITIVE] Good, thank you. Happy [PII].
[AGENT][POSITIVE] You too. How can I help today?
[CUSTOMER][NEUTRAL] Um, I'm just calling for the uh eligibility, please.
[AGENT][POSITIVE] OK, I'm happy to check on that for you today. Do you have the patient's policy number?
[CUSTOMER][NEUTRAL] 02473264 ML8.
[AGENT][POSITIVE] Alright thank you so much for that and then do you have a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] All right, thank you so much, [PII]. What is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] Her and her last name is [PII]
[AGENT][NEUTRAL] And then date of birth?
[CUSTOMER][NEUTRAL] Oh sorry, [PII].
[AGENT][NEUTRAL] No worries, thanks. Um, so patient plan is active. The effective date on this is [PII]. Uh, we are the secondary insurance, so this is gonna cover deductible, co-pay, co-insurance, the primary does not.
[CUSTOMER][POSITIVE] Right, right, right, is your secondary, correct? OK, perfect. That was nice and easy. Let me have your claim address already in the system. Did you have any plans for the holidays? Anything fun?
[AGENT][POSITIVE] You know, I just kinda hung around home, hang out with family, but it was a good, it was a good [PII], good [PII]. Was yours good as well?
[CUSTOMER][NEUTRAL] Yeah, my last day in the office was the [PII]. I just got back today.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] So you know I was on vacation I was like my manager and I were talking I'm like I'm like tell her I forgot what day it was a week sometimes I really did. Oh today is.
[AGENT][POSITIVE] Uh, I know. I, yeah, yeah. It's kinda like trying to get all your ducks back in a row. I got you.
[CUSTOMER][NEUTRAL] You know,
[CUSTOMER][NEUTRAL] You know, once you're on vacation mode, you're relaxed, you know, and then it's just like, well, what day you know I'm not thinking about nothing.
[AGENT][NEUTRAL] I hear you.
[CUSTOMER][NEUTRAL] You know,
[AGENT][POSITIVE] Yeah, absolutely.
[CUSTOMER][NEUTRAL] So, OK, let's see, uh, we, I, I, we, I went to [PII] for the holidays.
[AGENT][POSITIVE] Oh fun, nice. Do you have a good time? Yeah.
[CUSTOMER][NEUTRAL] Cold
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] So now we're back in [PII], so the warm weather is good.
[AGENT][NEUTRAL] Yeah, I hear you, especially, yeah, that's a big change from [PII].
[CUSTOMER][POSITIVE] Yeah, it was like, you know, 30s, 40s, you know, so it's a little, but it was nice. 3 days of colds enough.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yeah, it's kind of nice to change it up. I hear you.
[CUSTOMER][NEUTRAL] Yeah, I've seen the snow on the ground and everything, so it's just, you know.
[AGENT][NEUTRAL] Mhm. Mhm.
[CUSTOMER][NEUTRAL] The only thing I tell people all the time is disappointed, don't have any New York pizza. New York pizza is the best.
[AGENT][POSITIVE] Oh, dang it, yeah, it is. It's really good.
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Um, sir, is the group name I Cuba?
[AGENT][NEUTRAL] Uh, let me double check on that for you here. One second, let's see.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Um, so I have the group number as 23143 and the group name as Nova Southeastern University.
[CUSTOMER][NEUTRAL] South OK.
[CUSTOMER][NEUTRAL] Eastern University. OK. Thank you, [PII]. Is it [PII] [PII]?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, it is. Uh-huh.
[CUSTOMER][NEUTRAL] OK, and it's your name and then today's date, right? for the reference number?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] All right perfect thank you so much for everything and again happy [PII].
[AGENT][POSITIVE] You too. Have a good one, [PII].
[CUSTOMER][NEUTRAL] Bye bye.