AccountId: 011433970860
ContactId: 255e8df3-676b-4284-bd9e-52be4ac5308d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 943780 ms
Total Talk Time (AGENT): 127983 ms
Total Talk Time (CUSTOMER): 527695 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/255e8df3-676b-4284-bd9e-52be4ac5308d_20250206T15:06_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Hi [PII], good morning. My name is [PII]. I'm calling from Baptist Health here in [PII]. Um, can you help me with eligibility for 3 patients, please?
[AGENT][POSITIVE] I'll be happy to assist with eligibility today [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] OK, but are you OK with helping me with 3? Is that OK?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, thank you. I, I just like to ask because I don't know the limit, you know, my patience, so I like to always ask.
[CUSTOMER][NEUTRAL] OK, you, you're looking for a callback number?
[AGENT][POSITIVE] Yes please.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] OK, let me pull up the policy number. Give me one second.
[CUSTOMER][NEUTRAL] OK. Is this her? OK, yes. It's 01947531.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name [PII], born on [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment, and I do show the policy is currently active. Effective date is [PII]. And are you calling for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] So this is her.
[CUSTOMER][NEUTRAL] Uh, she has a primary, um, so we don't need a co-pay because they, she has this is our gap plan.
[AGENT][NEUTRAL] So is this for benefits um for an office visit?
[CUSTOMER][NEUTRAL] Uh, this was for um outpatient, uh, urgent care.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But she's current, but yeah, but she's current, but she is active though, right?
[AGENT][NEUTRAL] Yes, you, so you just wanna know if they're active or not. You don't need benefits you just wanna know if they're active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right, right, we don't need to know their benefits because they have their primary insurance already.
[AGENT][NEUTRAL] OK, alright, um.
[CUSTOMER][NEUTRAL] Yeah, so let me, let me go ahead and then my and then her husband is the subscriber, right?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK, let me, let me make sure something OK.
[CUSTOMER][POSITIVE] OK, OK, perfect, and then.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, and then is the group number 24,410?
[AGENT][NEUTRAL] Uh, let me check.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][POSITIVE] OK, perfect. I have Joanna's Marketplace Inc is the group name.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK, perfect. OK, perfect. OK. And your name [PII] and your name and today's date for the reference number and then we'll go on to the next one.
[AGENT][NEUTRAL] I'm ready for the policy number.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, I have to finish adding my notes in this account before I can go to the next one. So hold on, give me one second please. OK, 0, OK, let me update this 0.00. OK, make sure this person did what they're supposed to do. OK, that's correct.
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEGATIVE] Why you lying? Oh, sorry, I'm sorry. I gotta control my watch what I'm saying. Sorry, I shouldn't be saying that. I'm sorry. I'm.
[AGENT][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Sorry, I'm, I got you laughing.
[AGENT][NEUTRAL] No, that's tickle me, that's tickle me.
[CUSTOMER][POSITIVE] Sorry, and watch my comment. I'm sorry.
[CUSTOMER][NEUTRAL] No, because we have, I'm telling you.
[AGENT][NEUTRAL] It's a common thought though. We, it's like you said out loud what a lot of us think while we're working.
[CUSTOMER][NEUTRAL] Mhm mhm you know because we have people that just do whatever and they they don't get it.
[CUSTOMER][NEUTRAL] You know?
[CUSTOMER][NEGATIVE] You know what I mean, so it's like and they verify things but they don't make notes. They don't put the correct thing and it's just like my head hurts. So it's just, no, I shouldn't said that. I'm sorry, excuse me for saying that.
[AGENT][NEUTRAL] I do.
[AGENT][NEUTRAL] No
[CUSTOMER][POSITIVE] I'm glad I made you laugh.
[AGENT][NEUTRAL] Mhm, mhm.
[CUSTOMER][POSITIVE] American pub life. OK, perfect. You know what I mean like I don't know about you, but I always like I have a coworker. I'm always having to redo her work.
[CUSTOMER][NEUTRAL] You know what I mean, because you should not put in the correct not not putting in the correct plan code, you know, not put, you know, like the correct plan code is, you know what I mean, not, you know what I mean, it's just, just like whatever, but I don't say anything, I'm not charged. I don't say a word, but it's like, you know, it's like.
[AGENT][POSITIVE] Oh wow.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] You know what I mean?
[AGENT][NEUTRAL] I do.
[CUSTOMER][NEUTRAL] And it's like I don't know.
[CUSTOMER][NEUTRAL] I just
[CUSTOMER][NEUTRAL] Um, I know, I thought you because usually your policy numbers have has letters in it, but this one does not, so that's interesting.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That right, that is her policy number, right?
[AGENT][NEGATIVE] Yeah, that's the, we don't even put the letters in, to be honest, we don't even put the letter we don't, we can't put the letters in so the, the, the letters are irrelevant at the end, the ML, whatever, that's, that's irrelevant to us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] OK, alright, so let's go on to the next one.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so let me pull up his, let me pull up his information.
[CUSTOMER][POSITIVE] I'm glad I got you laughing and that's good. That, that made my morning.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] I'm too honest sometimes I gotta watch, watch it, you know, too honest.
[CUSTOMER][NEUTRAL] OK, let's see what's going on here.
[CUSTOMER][NEUTRAL] OK, so let's see what's going on here. All right, so his name is gonna be.
[AGENT][NEUTRAL] I need the policy number first.
[CUSTOMER][NEUTRAL] Yes, let me go ahead and pull everything up. Hold on one second. I have to get his account, click on this button, click on that button.
[CUSTOMER][NEUTRAL] OK, um, images.
[CUSTOMER][NEUTRAL] OK, so let's see here.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Oh, did I look at this wrong? Hold on, I think I looked at it. Hold on.
[CUSTOMER][NEUTRAL] I oh I clicked on the wrong person oops, OK, hold on, cancel.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK. I'm sorry, wrong one. OK.
[CUSTOMER][NEUTRAL] OK, I'm gonna go back to that one after.
[CUSTOMER][NEUTRAL] OK, his last name is [PII]. Oh, here he is, he's down here.
[CUSTOMER][NEUTRAL] OK. OK. I'm sorry, the wrong one.
[CUSTOMER][NEUTRAL] OK, OK, so here we go, right, right one now.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so 017.
[CUSTOMER][NEUTRAL] 12335.
[AGENT][NEUTRAL] OK, and the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I do show the policy is active. Effective date is [PII].
[CUSTOMER][NEUTRAL] OK, perfect. And, OK, and let's see here. OK, perfect. OK, that's correct. And um [PII], I'm sorry, [PII] is the subscriber? I'm assuming? OK, perfect.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Right, and his date of service was?
[CUSTOMER][POSITIVE] [PII], on [PII], OK, there you go. OK, perfect.
[CUSTOMER][NEUTRAL] All right, reference number, OK, um.
[CUSTOMER][NEUTRAL] Let's see here. OK, what was your name.
[CUSTOMER][NEUTRAL] And then today's date [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect. Alright, alright, let me make a note on this one and we'll go to the last one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You've already done it through HDX um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And uh American Hub Life.
[CUSTOMER][POSITIVE] OK perfect alright next one.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Save
[CUSTOMER][NEUTRAL] I'll do one more.
[CUSTOMER][POSITIVE] OK. Perfect.
[CUSTOMER][NEUTRAL] OK, let me see.
[CUSTOMER][NEUTRAL] OK. Last one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, let me pull up her information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 02404598.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, I'm showing her effective date is [PII] and the policy is still active.
[CUSTOMER][NEUTRAL] OK, what is the group name or group number? Oh, I didn't ask for the other oops, I didn't even ask for that. I mean, OK, what is the group name and group number?
[AGENT][NEUTRAL] Group number is 26064. Group name is.
[CUSTOMER][NEUTRAL] 26
[CUSTOMER][NEUTRAL] I'm sorry, 26064 and what was the group name?
[AGENT][NEUTRAL] Town of Miami Lakes.
[CUSTOMER][NEUTRAL] Town of Miami Lakes. OK, maybe we can go back to the other one for a sec other one before this because I don't think I, I don't think I asked for the group name or group number. OK, hold on. So [PII] Do you mind for a second? Let me go back to the other one because I don't, I don't think I asked for that. Hold on. OK, and, yeah, I thought so. OK, maybe it was already there. OK, 2025. OK, perfect.
[AGENT][NEGATIVE] Not at all.
[AGENT][NEUTRAL] You didn't.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] Alright, let me, let me save this one and then I'll go back to that 11 2nd.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, Cigna.
[CUSTOMER][NEUTRAL] Verified Cigna.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect. OK, so let me.
[CUSTOMER][NEUTRAL] Let me go ahead.
[CUSTOMER][POSITIVE] And submit this one and we'll go let me go back to the other one. I'm so sorry about that.
[AGENT][NEUTRAL] Oh, you're fine.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, what was, what was her name? OK, [PII].
[CUSTOMER][NEUTRAL] OK, one [PII].
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, maybe it was that, let me see.
[CUSTOMER][NEUTRAL] Oh maybe I didn't ask because it wasn't really there.
[CUSTOMER][NEUTRAL] Oh no, I did not. OK, let me ask. OK, so let me, let me refix it.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] And then what was the OK, what was is the group name for the other one? Let's see what did they put here?
[AGENT][NEUTRAL] I remember the group name was Fisher's something, but I don't remember the group number, so I would need the policy number.
[CUSTOMER][NEUTRAL] OK, I'll give you, I'll I'll give you the policy number is 01712335.
[AGENT][NEUTRAL] So the group number is 17111.
[CUSTOMER][NEUTRAL] How many? 17111 or 11?
[AGENT][NEUTRAL] Yes, 31 17111.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the group name was what?
[AGENT][NEUTRAL] Fisher Island Community Association.
[CUSTOMER][NEUTRAL] Fisher Island Community.
[AGENT][NEUTRAL] Association, yes.
[CUSTOMER][NEUTRAL] Association
[CUSTOMER][NEUTRAL] A S S O C I A T I O N.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK perfect um and then let me see something for a second, um, and then this one, why, why they there's no OK.
[CUSTOMER][POSITIVE] OK perfect so let me just reave everything and I think I think we got them all.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] At least at least I caught on.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][POSITIVE] Safe.
[CUSTOMER][POSITIVE] OK. Yes. OK, perfect.
[CUSTOMER][POSITIVE] OK, I think, I think, I think we should be all set. Thank you so much for everything. I appreciate all your help.
[AGENT][NEUTRAL] OK, was there anything else I can assist with today?
[CUSTOMER][NEUTRAL] No, thank you.
[AGENT][POSITIVE] Well thank you for calling APL.
[CUSTOMER][NEUTRAL] Not for now, not for now until we call back.
[AGENT][POSITIVE] OK, you have a good day.
[CUSTOMER][NEUTRAL] Alright bye you too.
[AGENT][NEUTRAL] Bye bye.