AccountId: 011433970860
ContactId: 1ead2066-b069-414b-87df-4563da10a88d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 249809 ms
Total Talk Time (AGENT): 86370 ms
Total Talk Time (CUSTOMER): 138283 ms
Interruptions: 1
Overall Sentiment: AGENT=2.7, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/1ead2066-b069-414b-87df-4563da10a88d_20250505T18:14_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. We're the provider calling for patient eligibility and benefits.
[AGENT][POSITIVE] Hey, [PII]. Nice to hear from you again.
[CUSTOMER][NEUTRAL] Hi how are you [PII]?
[AGENT][POSITIVE] I'm good. How are you doing?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I'm doing OK. I, I'm like, I know who you are. I'm like, but let me just say who I am just in case.
[AGENT][POSITIVE] [PII], can I have a callback number for you and that policy number, and I'll be able to assist you.
[CUSTOMER][NEUTRAL] I have to say that that now that the fact that you remember who I am, I don't know if that's a good thing or a bad thing. I don't know.
[AGENT][POSITIVE] A good thing cause you've been having an uppity spirit.
[CUSTOMER][POSITIVE] I try, you know, I know someone who's like that too, and she's like, every day is excellent, every day is excellent, you know, so when I, I saw her last week and she told me I'm like, you know what, we all have to be like that every day is excellent.
[AGENT][NEUTRAL] Mhm, have no reason to be grumpy.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] Oh, there's plenty of grumpy people out there.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, uh, so you said for the member ID, right?
[AGENT][NEUTRAL] Your callback number and the member's ID?
[CUSTOMER][NEUTRAL] OK, so my callback number is [PII].
[AGENT][NEUTRAL] Thank you and what's the policy number, [PII]?
[CUSTOMER][NEUTRAL] OK, I think it's entered in wrong and this just looks 96 wait a minute, I think it was entered in wrong. Let me see the card.
[CUSTOMER][NEUTRAL] OK, yeah. 000964681.
[AGENT][NEUTRAL] What is the member's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you, and you're calling to verify benefits eligibility for what place of service for [PII]?
[CUSTOMER][NEUTRAL] Oh, the, so the name of the facility is South Miami Hospital?
[AGENT][NEUTRAL] So it's outpatient benefits, the policy has been active since [PII] and it's currently active. And what were you about to say?
[CUSTOMER][NEUTRAL] Yeah. Oh,
[CUSTOMER][NEUTRAL] OK, he, yes, he has an outpatient urgent care coverage.
[AGENT][NEUTRAL] Yes, he does. He has outpatient benefits of $500 per calendar year, and this is not a guaranteed benefits, just a disclaimer of the policy's coverage.
[CUSTOMER][NEUTRAL] OK, perfect. And I'm sorry, just to confirm, he does have for that outpatient urgent care coverage?
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] OK, perfect, [PII] and then does he have a group, does he have a a group name?
[AGENT][NEUTRAL] Yes, there's a group name. The group name is Flexo F L E X S as in Sam, O L Packaging Corporation or its CORP.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the group number is 16048.
[CUSTOMER][NEUTRAL] Packaging
[CUSTOMER][NEUTRAL] OK, perfect. Thank you. So just to confirm, it's Flexhole F L E X.
[CUSTOMER][NEUTRAL] Uh, F L I cannot talk F L E X S H O L.
[AGENT][NEUTRAL] SOL. S as in Sally, O as in orange, L as in Lima.
[CUSTOMER][NEUTRAL] Oh, black soul. Oh, it is Flexoul one word or two words?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] When we
[CUSTOMER][NEUTRAL] OK, packaging, uh, court packaging is P P A C, is it A G I N G?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] P A C K A G I N G.
[CUSTOMER][NEUTRAL] It's sorry.
[CUSTOMER][POSITIVE] OK perfect OK perfect thank you and he's a subscriber, right? I believe so.
[AGENT][POSITIVE] Yes, for you. Mhm.
[CUSTOMER][POSITIVE] Perfect. Thank you.
[CUSTOMER][NEUTRAL] It's and it was [PII], right?
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][POSITIVE] Thank you perfect.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Um, no thank you. I, and I know, I know the reference number is your name and today's date.
[AGENT][POSITIVE] Yes, ma'am. That is correct.
[CUSTOMER][POSITIVE] Perfect well I'm hopefully I guess we'll be talking soon.
[AGENT][POSITIVE] Well, I look forward to hearing from you. Thanks for calling APL and you have a great day.
[CUSTOMER][POSITIVE] Oh thank you you too. Alright bye bye.
[AGENT][POSITIVE] Thanks, goodbye.