AccountId: 011433970860
ContactId: 2fe8d804-550d-4754-813c-ed58b0dba749
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 408679 ms
Total Talk Time (AGENT): 227971 ms
Total Talk Time (CUSTOMER): 192092 ms
Interruptions: 8
Overall Sentiment: AGENT=1.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/2fe8d804-550d-4754-813c-ed58b0dba749_20250117T14:59_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. I'm calling from Baptist Health here in [PII]. How are you today, [PII]?
[AGENT][NEUTRAL] I'm good, [PII]. How are you doing?
[CUSTOMER][POSITIVE] I'm doing good thank you. I'm just having you guys answer the phone you guys answered the phone so fast. That's so nice.
[AGENT][POSITIVE] Oh good.
[AGENT][POSITIVE] Oh, well, we certainly do try, [PII]. We certainly do try. Maybe we can't do it all the time, but we do try to answer it as quickly as possible.
[CUSTOMER][NEUTRAL] No, it's, it's, it's really great, you know, you're on hold for like 30-15 minutes for me that's just too long to wait.
[AGENT][NEUTRAL] Yes, I understand cause I, I have to make, you know, personal calls myself related to my own things. So I do know that that is more of the norm than answering quickly.
[CUSTOMER][POSITIVE] So we appreciate you guys um.
[AGENT][POSITIVE] Well, thank you and I appreciate the compliment.
[CUSTOMER][NEUTRAL] No problem. So calling for their um eligibility, um, uh, the members' data service was 12-18-2024.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, thank you. All right, [PII], so you're just needing to verify eligibility for that data service?
[CUSTOMER][NEUTRAL] Yeah, this is for their medical plan, get Medical.
[AGENT][NEUTRAL] OK, yes, I can help you with that. And what is your callback number, please, [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And then how do you spell your [PII]?
[CUSTOMER][NEUTRAL] Oh, with a [PII]
[AGENT][NEUTRAL] That's [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. You see, there's so many ways to spell names, and I spell [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's OK. Nobody even nobody, to be honest with you, [PII], no one even asks. I just say I'm [PII], however they spell it is that they spell it. It's OK.
[AGENT][NEUTRAL] Well, that's, that's again, somewhat like me with [PII], most people spell it with [PII] [PII] and
[CUSTOMER][NEUTRAL] Why I always ask, like, I always ask.
[AGENT][NEUTRAL] And I spell it [PII], but most of the time if they don't ask, it, it doesn't, you know, I don't get hung up on that. I'm the only [PII], so it's OK.
[CUSTOMER][NEUTRAL] I know it's like [PII] same way it's like, you know, but then for me it it's hard like when we have people that are offshore, you know, 1-800 ID or [PII].
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You know, you talk to them and it's like, huh, what's your name? How do they say if I can't understand I'm just like, OK, Auntie and what's your name? How do you spell it? And it's like ha ha hello.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Right. You sometimes you absolutely have to ask for the spelling. I, I understand that as well.
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] So, what is your patient's um policy number, please, [PII]?
[CUSTOMER][NEUTRAL] OK, it is 01957625.
[AGENT][POSITIVE] OK, thank you. So give me a moment to get all of the members' information pulled up please.
[AGENT][NEUTRAL] OK, and any information, [PII] that I do provide for you today will be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] [PII], born on [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. So I do show that this supplemental policy is active and it has an effective date of [PII].
[CUSTOMER][NEUTRAL] Oh wow, OK, she's been active since then. Perfect. Um, the claim is just we have to update, right? It's not, it's not [PII], right? No, it's [PII], it's [PII], [PII], [PII].
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Uh, yes, now.
[AGENT][NEUTRAL] Uh.
[AGENT][POSITIVE] No, that is correct.
[AGENT][NEUTRAL] That is correct. And the zip is [PII].
[CUSTOMER][NEGATIVE] Let me fix that.
[CUSTOMER][NEUTRAL] Of the.
[CUSTOMER][NEUTRAL] [PII] [PII] it's [PII], OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII], [PII] and zip code, OK, got it.
[AGENT][NEUTRAL] And then a coup.
[CUSTOMER][NEUTRAL] I just wanna make sure you didn't change it.
[AGENT][NEUTRAL] Yeah, no, that is the correct um email I mean email mailing address and then just a couple of additional things [PII], because this is a supplemental policy to her primary, we must also receive a copy of her primary EOB along with the claim. And then once we have processed our claim, we do have a portal in which you should be able to check claim status and have access to our EOB and our portal website is secured.
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah, so billing will handle that. I'm not billing billing knows all that. Sorry, I, yeah, so once, once, once, once we this account falls off our list, so you go to billing, billing handles all that.
[AGENT][NEUTRAL] Sure. OK. All right.
[AGENT][NEUTRAL] OK, well, that's alright.
[AGENT][NEUTRAL] Sure, sure.
[CUSTOMER][NEUTRAL] Mumble jumble.
[AGENT][NEUTRAL] Sure. I, I understand that as well. Every department has their own role. I just try to always, in case there's a way that you all flag it or, you know, so that the next person in line. Yeah.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEGATIVE] No thank you.
[CUSTOMER][NEUTRAL] Well, I just wanted to let you know, you know, just so you know that I'm not, no, um, what is the group name?
[AGENT][POSITIVE] OK. Great.
[AGENT][NEUTRAL] The group name is Terra Bank. It's all one word, T R R A B A N K and then space capital N A.
[CUSTOMER][NEUTRAL] Hi.
[AGENT][NEUTRAL] N A and the group number is 16714.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 16714. OK. So it's T R R A T R R A B A N K?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] T T E R R A D A N K, all one word.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK, T E R R A B A N K and then space N A.
[AGENT][POSITIVE] That is correct. Uh-huh.
[CUSTOMER][POSITIVE] Interesting. OK. Thank you.
[AGENT][POSITIVE] Mhm. You're welcome.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, [PII], and then [PII] I, I remember.
[AGENT][NEUTRAL] Mhm. And my name along with today's date is your call reference number.
[CUSTOMER][POSITIVE] Thank you so much for everything. I'm sure we'll be we'll be calling you guys back soon.
[AGENT][POSITIVE] Well, that will be fine and we'll be more than happy to help you. So is there anything else, [PII] I can help you with this morning?
[CUSTOMER][POSITIVE] Uh no thank you, have a great weekend.
[AGENT][POSITIVE] Well, I hope you have a wonderful weekend as well, and thank you again for calling ATL. Yes, ma'am.
[CUSTOMER][POSITIVE] Well I hope you have a wonderful weekend. Thank you.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye-bye.