AccountId: 011433970860
ContactId: 0fa44325-8ab4-4ccc-85a4-4350dee4a47a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 231479 ms
Total Talk Time (AGENT): 89809 ms
Total Talk Time (CUSTOMER): 112888 ms
Interruptions: 2
Overall Sentiment: AGENT=1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/0fa44325-8ab4-4ccc-85a4-4350dee4a47a_20250509T14:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. My name is [PII]. I'd like to verify for an eligibility date on a patient's plan, please.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with eligibility. May I please get your callback number and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Call back at [PII] facility at [PII] Miami Hospital.
[AGENT][NEUTRAL] OK, and then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Her name is [PII].
[AGENT][NEUTRAL] OK, and may I please have her date of birth and policy number?
[CUSTOMER][NEUTRAL] Oh, yes, I'm sorry. Her date of birth is [PII]. My coffee has not kicked in at all today.
[CUSTOMER][NEUTRAL] And um her policy is 02572343.
[AGENT][POSITIVE] OK, thank you so much. And I understand about the coffee, my go go juice.
[CUSTOMER][NEGATIVE] I know it's just not pumping into me today though.
[AGENT][NEUTRAL] OK, it's 257-234-3, is that correct?
[CUSTOMER][NEUTRAL] Right, yes.
[AGENT][NEUTRAL] 02572343. OK, I'm not showing that um Ms. [PII] is on this policy. This policy numbers for a completely different member.
[CUSTOMER][NEUTRAL] Oh, is it um
[CUSTOMER][NEGATIVE] All this card's really bad.
[CUSTOMER][NEUTRAL] APL.
[AGENT][NEUTRAL] I can look it up. I can look it up with the social if you have that.
[CUSTOMER][NEUTRAL] Uh because I have her APL card here.
[CUSTOMER][NEUTRAL] Uh, I gave you [PII], right?
[CUSTOMER][NEUTRAL] On the card, her name is listed as [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me look it up with the 53. Yes, ma'am.
[CUSTOMER][NEUTRAL] I gave you [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I have her now.
[CUSTOMER][NEUTRAL] Oh, I, yeah, because on the on the paper on on the registration they typed in a 43. I'm gonna change that to a 53.
[CUSTOMER][NEUTRAL] But her card is 53.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes ma'am, [PII].
[AGENT][NEUTRAL] And the policy is active. Her effective date is [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And it's current.
[CUSTOMER][NEUTRAL] 2024.
[CUSTOMER][NEUTRAL] And then um the plan group name, is that Medlink 9 Group MedSub?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, and I have a group number of 24474.
[AGENT][POSITIVE] Yes, that's correct also.
[CUSTOMER][POSITIVE] Alrighty then well at least something's good. OK, well thank you very much and the call reference number is that gonna be?
[AGENT][POSITIVE] Yeah, we're rocking and rolling now.
[CUSTOMER][POSITIVE] I know, right? If my day could just continue this way, we're good.
[AGENT][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Is the call reference number your name and city's name?
[AGENT][NEUTRAL] Yes, and.
[CUSTOMER][NEUTRAL] And the last initial?
[AGENT][NEUTRAL] Yes, ma'am, it is.
[AGENT][NEUTRAL] Is A
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect. Well, thank you, Ms. [PII]. I hope you have a great day and I hope you have a great weekend and if you're a mom or even if you're not like me, you're a mother to someone in some way. Happy Mother's Day.
[AGENT][POSITIVE] Well thank you and happy Mother's Day to you. Thank you. I appreciate that. I hope you have a wonderful weekend also. Thank you for calling APL. You take care, Ms. [PII]. Bye bye.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] I will, you as well bye.