AccountId: 011433970860
ContactId: 28e8eb11-f5e2-4b38-95f0-194b001d4d37
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 724479 ms
Total Talk Time (AGENT): 120224 ms
Total Talk Time (CUSTOMER): 372022 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/28e8eb11-f5e2-4b38-95f0-194b001d4d37_20250311T17:26_UTC.wav
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[AGENT][NEUTRAL] APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, your name is what?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], hi [PII], good afternoon. My name is [PII]. We're the provider. Can you help me verify eligibility for 3 for 3 for 3 patients?
[AGENT][NEUTRAL] Sure, I can assist you with that. You said your name was [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], can I have a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] Yes, OK, and just to confirm you, you can help me with 3 of them?
[AGENT][NEUTRAL] Yes, they're under the same policy or no?
[CUSTOMER][NEUTRAL] Different policy.
[AGENT][NEUTRAL] Yeah, I can be able to assist you. Can I have your call back number and the policy of the first number?
[CUSTOMER][NEUTRAL] Yes, my number is [PII]. And the first policy, let me see here, let me open it.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, let me see if my system is loading. Give me one second.
[CUSTOMER][NEUTRAL] OK, hold on.
[CUSTOMER][NEUTRAL] OK, 02404598 ML 7.
[AGENT][NEUTRAL] Could you verify that patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] And you're calling to verify benefits and eligibility [PII] for what place of service?
[CUSTOMER][NEUTRAL] No, just the eligibility for the member, um, this place of service was.
[AGENT][NEUTRAL] This policy has been active since [PII] and it's currently active.
[CUSTOMER][NEUTRAL] OK, perfect. That's good. OK, so let me make a note on this account just to confirm, [PII] that uh it's the group name is Town of Miami Lakes.
[AGENT][NEUTRAL] That is correct. The group number is 26064.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Thank you. OK, and how do you spell your name? [PII]?
[AGENT][NEUTRAL] [PII], and [PII], how do you spell your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] No problem. OK, let me make a note on her account and then we'll go on to the next one.
[CUSTOMER][NEUTRAL] Um, let me see here.
[CUSTOMER][NEUTRAL] OK, one second, I'm glad I have to make a note on her account.
[CUSTOMER][NEUTRAL] OK. Oh, actually.
[CUSTOMER][NEUTRAL] It's saying hold on one second.
[CUSTOMER][NEGATIVE] OK, hold on one second, my system froze. Give me 1 2nd.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I have to, yeah, I just have to update something quickly for their primary.
[CUSTOMER][POSITIVE] OK. All right. Thank you. OK, perfect. OK. And then,
[CUSTOMER][NEUTRAL] Let me re-add your let me re-add yours.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, other, no, here is [PII] A.
[CUSTOMER][NEUTRAL] Reference number is your name and today's date.
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] Uh, we call [PII] all the time. You guys are, I tell people you guys are very popular.
[AGENT][POSITIVE] That's a good thing.
[CUSTOMER][POSITIVE] She's like it's true. I don't know you. I see you all the time. It's like the 4th 6th time I'm calling in a row. It's like wow.
[CUSTOMER][POSITIVE] That's good you guys do. That's good. I've never heard of this company before until I started this job.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So verified Cigna.
[CUSTOMER][NEUTRAL] Through HDX and there.
[CUSTOMER][NEUTRAL] Spoke
[CUSTOMER][NEUTRAL] With rap
[CUSTOMER][NEUTRAL] Name [PII].
[CUSTOMER][NEUTRAL] From [PII].
[CUSTOMER][NEUTRAL] Um, I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, let me go on to the next one.
[CUSTOMER][NEUTRAL] So let me submit hers and do the next.
[AGENT][NEUTRAL] What's the policy number?
[CUSTOMER][NEUTRAL] It's loading. Hold on one second. My system is a little slow. OK, hold on.
[CUSTOMER][NEUTRAL] Um, OK, the next one, and let me pull up the information.
[AGENT][POSITIVE] Mhm. Take your time.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so let me just pull it up.
[CUSTOMER][NEUTRAL] Some days the system's slow, some days the patient's some days it's fast.
[CUSTOMER][NEUTRAL] This fast so let's just see what we got.
[CUSTOMER][NEUTRAL] OK, let me see here. OK, perfect. So let me see. OK. 02.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] 363.
[CUSTOMER][NEUTRAL] 908 MML8
[AGENT][NEUTRAL] So I'm confused. Are you was 02 a part of the number?
[CUSTOMER][NEUTRAL] Yes, it's yes, it's 02363908 MLA.
[CUSTOMER][NEUTRAL] I'm sorry if I confused you.
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is uh OK, first name [PII] Her last name is [PII], [PII].
[AGENT][NEUTRAL] Thank you, and you're calling to verify eligibility. This policy has been active since [PII] and it's currently active.
[CUSTOMER][NEUTRAL] OK perfect and then what is is her group name gonna be um.
[CUSTOMER][NEUTRAL] Vendana Sea LLC.
[AGENT][NEUTRAL] Yeah, that is the Ventana Sierra.
[AGENT][NEUTRAL] LLC 24351 is the number.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, that's it, OK.
[CUSTOMER][NEUTRAL] Hold on 1 2nd.
[CUSTOMER][NEUTRAL] 24, I have to add that let's see, so you said 224531?
[AGENT][NEUTRAL] 243-51.
[CUSTOMER][NEUTRAL] OK, and then she's.
[CUSTOMER][NEUTRAL] 0 243-51 OK and she's is she, is she, is she the subscriber?
[AGENT][NEUTRAL] She is.
[CUSTOMER][POSITIVE] OK, perfect. Let me go ahead and add your name for this one. [PII] A.
[CUSTOMER][NEUTRAL] Reference number is [PII] H [PII] A 03.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][POSITIVE] OK, alright, let me see for this one we go on to the next one quick and easy. I like it.
[CUSTOMER][POSITIVE] OK perfect OK.
[AGENT][NEUTRAL] Let me know when you're ready to move forward.
[CUSTOMER][NEUTRAL] Thank, thank you, just give me a minute, um, verify the CVS.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Alright, it's loading.
[CUSTOMER][NEUTRAL] Alright, let's go on to the last one for for now until we call back.
[CUSTOMER][POSITIVE] She's laughing. It's true. OK, this one, let me search his name.
[AGENT][POSITIVE] Well, we'll definitely be here when you call back.
[CUSTOMER][POSITIVE] And you guys always answer so fast it's and I love it.
[AGENT][POSITIVE] That's a good thing.
[CUSTOMER][NEUTRAL] Yeah, because other people I, I know, like for certain companies, um, if I don't call first thing in the morning, forget it.
[AGENT][NEUTRAL] Oh wow. I've heard individuals say if this, if you're not the.
[CUSTOMER][NEUTRAL] I'm on hold for 45 minutes.
[AGENT][NEUTRAL] When I go to the doctor and they be like, um,
[AGENT][NEUTRAL] Did you call your insurance company cause we, we, you get through faster than we would. And I was like, really?
[AGENT][NEGATIVE] It's like, yeah, because they don't, they don't wanna talk to a provider. I was like, wow.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yeah, well.
[CUSTOMER][NEUTRAL] Yeah it's kinda let me see something here OK so let me see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I'm just checking something for a second.
[CUSTOMER][NEUTRAL] One second.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me go ahead and update. Let me go ahead and update the address to the the for the billing address to the primary because the card was scanned in. So let me do that.
[CUSTOMER][NEUTRAL] Just 1 2nd.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, let me see. OK. It says it's 22.
[CUSTOMER][NEUTRAL] 0
[CUSTOMER][NEUTRAL] Uh, I'm sorry, 2203926.
[AGENT][NEUTRAL] What's this member's name?
[CUSTOMER][NEUTRAL] [PII]'s name is gonna be.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Uh, [PII]
[AGENT][NEUTRAL] And his date of birth?
[CUSTOMER][NEUTRAL] His date of birth is going to be, hold on one second.
[CUSTOMER][NEUTRAL] Um, one second.
[CUSTOMER][NEUTRAL] OK, his date of birth?
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] [PII]'s policy has been active since [PII] and is currently active.
[CUSTOMER][POSITIVE] OK, perfect. That's like nice and easy. Father the subscriber.
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] OK. And the group, the group name is Mod Comp DBA CSPI?
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] It's a long name. SPI Technology Solutions.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I know
[CUSTOMER][NEUTRAL] OK, that's what it is modcom DBA CSPI.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm. And 15297.
[CUSTOMER][POSITIVE] 1297 OK perfect.
[CUSTOMER][POSITIVE] Alright well thank you for all your help.
[AGENT][NEUTRAL] You're welcome, [PII]. Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] Not for now until we give a call back.
[AGENT][POSITIVE] Thanks for calling APL and have a great day, [PII].
[CUSTOMER][POSITIVE] Thank you. Bye-bye. You too.