AccountId: 011433970860
ContactId: 328ac438-7192-4c88-95ef-67e4b1c24eed
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 358829 ms
Total Talk Time (AGENT): 140900 ms
Total Talk Time (CUSTOMER): 111973 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/328ac438-7192-4c88-95ef-67e4b1c24eed_20250424T17:40_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good afternoon. Um, my name is [PII]. I'm calling from Baptist Health. I'm calling for eligibility for a patient.
[AGENT][NEUTRAL] OK, you're needing eligibility only, is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] Yes, I can help you with that. I'm sorry, what was your first name again?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, right. Thank you. And your callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you
[AGENT][NEUTRAL] And the member's policy number, please, [PII].
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] OK, um, 016.
[AGENT][NEUTRAL] What is the member's policy number?
[CUSTOMER][NEUTRAL] Um 016.
[CUSTOMER][NEUTRAL] 17
[CUSTOMER][NEUTRAL] 3601.
[AGENT][POSITIVE] Thank you
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] One moment while I get the information pulled up on the member please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so let's do that number again because you gave me too many numbers, or I heard too many numbers.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, um, I have here 016.
[CUSTOMER][NEUTRAL] 17.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 3601.
[AGENT][NEUTRAL] OK, so that's too many numbers. Do you have a copy of the ID card, [PII]?
[CUSTOMER][NEUTRAL] I do not. It's just here, try, let me try this one.
[CUSTOMER][NEUTRAL] 016.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 1736.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. 0161736.
[AGENT][NEUTRAL] OK, that's not gonna be the correct number either.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK. Let me just go ahead and just get in contact with the patient then.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, so let's, um, I can, do you have the full social?
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Mm yeah.
[AGENT][NEUTRAL] For the subscriber?
[AGENT][NEUTRAL] OK, what is that number?
[CUSTOMER][NEUTRAL] Yeah, I have, I have it.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, right, thank you. Give me a moment to see if I can pull anything up with that social.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I cannot. And your patient is also supposed to be the policy holder?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII]. Is that correct?
[CUSTOMER][NEUTRAL] That's what I see here.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK. There's nothing in our system under that social. I can try by the I can't search my date of birth. I can try by the name and that'll be the last way I'll be able to try and look.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, no.
[AGENT][NEUTRAL] What is the last name?
[CUSTOMER][NEUTRAL] That's [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] First name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] It's gonna take a, it's gonna take a couple of minutes to search by the name, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] What state does this member live in?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And you said, OK, and on the social, you said it was [PII]?
[AGENT][NEUTRAL] And she's supposed to be the subscriber. Is that correct?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah, that's what I see here on the system.
[CUSTOMER][NEUTRAL] I don't have a copy of her card, that's why, but I'm just trying to make sure.
[AGENT][NEUTRAL] Yeah, sure. So let me just.
[CUSTOMER][NEUTRAL] If anything I have to verify mhm.
[AGENT][NEUTRAL] There's a lot of [PII]'s, but I still, but we don't have anyone, so I don't know if she's not.
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] The subscriber.
[AGENT][NEUTRAL] There's something about all of the information off, so I'm not, again, that social is not in our system as a primary policy holder, unless maybe that's not the correct social. um.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEGATIVE] And then that's not a valid.
[CUSTOMER][POSITIVE] If anything it's fine. I'm gonna give her a call. Yeah, I'm gonna give her a call to try to verify her her information then, but thank you.
[AGENT][POSITIVE] OK. Yes, sir. I'm sorry about that. Well, you're welcome. So, is there anything else I can help you with at the moment?
[CUSTOMER][NEUTRAL] No, it's OK.
[CUSTOMER][POSITIVE] That'll be all thank you so much.
[AGENT][POSITIVE] Well, you're certainly very welcome. And again, thank you for calling. You have a great afternoon.
[CUSTOMER][NEUTRAL] You too bye.