AccountId: 011433970860
ContactId: 352196e7-2bc2-4d65-92da-6f6c8f0cd2b7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 549179 ms
Total Talk Time (AGENT): 146586 ms
Total Talk Time (CUSTOMER): 310517 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/352196e7-2bc2-4d65-92da-6f6c8f0cd2b7_20250130T18:44_UTC.wav
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[AGENT][NEUTRAL] Compacting ATM. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good afternoon. I'm [PII]. I'm calling from Baptist Health here in [PII]. I'm calling for eligibility, please. Um I have this number and I have another member after this. Can you help me out with two, please?
[AGENT][NEUTRAL] Yes, and what is that policy number, please?
[CUSTOMER][NEUTRAL] OK, so for this one, it's 01665215 ML8.
[AGENT][NEUTRAL] Thank you, and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] I do appreciate that. Is there's a callback number I could have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. The policy went into effect on [PII]. It is current. And now you mentioned um eligibility that this is a secondary insurance. It's meant to pick up the deductible, co-payment or co-insurance from your major medical. Is there any particular benefit that I can help with or?
[CUSTOMER][NEUTRAL] Oh, hold on one oops, hold on one second. I actually deleted something. Hold on 1 2nd.
[AGENT][NEUTRAL] Anything
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yeah, that's fine.
[CUSTOMER][NEUTRAL] I was not paying attention and then I deleted something hold on.
[CUSTOMER][NEUTRAL] Why did I do that?
[CUSTOMER][NEUTRAL] Hi yeah yeah
[CUSTOMER][NEGATIVE] I'm not paying attention. I deleted. Hold on, let me get back to what I was doing.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Sorry.
[AGENT][NEUTRAL] No, that's fine.
[CUSTOMER][NEUTRAL] OK, so your question was, I'm sorry, say again.
[AGENT][NEUTRAL] Yes, the um policy is active as of [PII]. Now, is there any benefits that I can tell you about the secondary or gap insurance?
[CUSTOMER][NEUTRAL] Um, no, it's OK. We just need, we just needed to make sure that that they're active because it is they have Cigna is their primary.
[AGENT][NEUTRAL] OK, and what is the second, you said that there was another policy number I could look up as well?
[CUSTOMER][NEUTRAL] Yes, hold on one second. I need to.
[CUSTOMER][NEUTRAL] I need to finish with this one for a second, make sure I have everything.
[AGENT][NEUTRAL] Yeah, sure, of course.
[CUSTOMER][NEUTRAL] Sorry, I just.
[AGENT][NEUTRAL] No, no, that's fine, [PII], that's fine.
[CUSTOMER][POSITIVE] Thanks [PII]. OK.
[CUSTOMER][NEUTRAL] I see people put everything really always with our accountants always done incorrectly so it just takes time to figure out how to fix it properly.
[AGENT][NEUTRAL] Oh, sure.
[CUSTOMER][NEUTRAL] OK, so he's not, he's not a subscribe where the mother is, right?
[AGENT][POSITIVE] That's right.
[CUSTOMER][NEUTRAL] [PII], OK, that's all.
[CUSTOMER][NEUTRAL] Because this group name is Juy America Inc. right?
[AGENT][NEUTRAL] Uh, let's just see here.
[AGENT][NEUTRAL] Um,
[AGENT][POSITIVE] Uh, that is correct.
[CUSTOMER][NEUTRAL] OK, I don't have a card in me, so is there any group number?
[AGENT][NEUTRAL] It's 18915.
[CUSTOMER][POSITIVE] Perfect. OK, let me have your phone number.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect that's done.
[CUSTOMER][NEUTRAL] Done, OK.
[CUSTOMER][POSITIVE] Perfect. And now let's just go ahead and and [PII] it's your name, today's date for the reference number.
[AGENT][POSITIVE] That's right.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK perfect. Alright, let me go on to the next one. I'm gonna add this.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][POSITIVE] OK, perfect. Yeah, I always see American Pub Life is very popular. You a lot of people have.
[AGENT][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] Uh, people have it, I guess I've seen it.
[AGENT][POSITIVE] Yeah, it is. It's, it, it helps. It really helps.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right, OK, so he's, yeah, he's 02, so if he's 02, he's the, I always get confused with the 0s, 01 02, so I was like if you're 02, you're like the 02 it's like you're you're you're like the dependent I guess.
[AGENT][NEUTRAL] Oh yeah.
[AGENT][POSITIVE] Yes, yes, it is. That's right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK perfect yeah I I I came from dental. I used to work for dental.
[AGENT][NEUTRAL] Oh yes.
[CUSTOMER][NEUTRAL] So it's like so different.
[AGENT][NEUTRAL] Yeah, I'll bet it is. I bet it's more complicated.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] A little bit.
[CUSTOMER][NEUTRAL] Yeah, I used to work for Cigna Healthcare with the crazy with the crazy dentist.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Not easy.
[AGENT][NEUTRAL] I'll bet it's not.
[CUSTOMER][NEGATIVE] Not easy. No, it's not, no, OK, OK, you know, because they don't understand, they don't understand and they're mean on the phone. They're not nice and it's just like, oh yeah, yeah.
[AGENT][NEUTRAL] I
[CUSTOMER][POSITIVE] She's laughing.
[AGENT][NEUTRAL] No, it's
[AGENT][NEUTRAL] I know, I, I, yeah, I, I, I understand.
[CUSTOMER][NEUTRAL] You know it's just uh.
[CUSTOMER][NEUTRAL] I would start [PII] every [PII].
[AGENT][NEUTRAL] Ouch, ouch. That's a lot, that's too early.
[CUSTOMER][NEUTRAL] Because I was
[CUSTOMER][NEUTRAL] Is that too early?
[AGENT][NEGATIVE] That is way too early.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah, and I was I was so.
[CUSTOMER][NEUTRAL] Oh because I was just so busy.
[CUSTOMER][NEGATIVE] I had so much to do. I don't even bothering me.
[CUSTOMER][NEUTRAL] You know, because once [PII] hits, everyone wants you.
[AGENT][NEUTRAL] It's
[CUSTOMER][NEUTRAL] And that was me but me. I'm like I'm not here right now.
[CUSTOMER][NEUTRAL] OK, so same thing it's gonna be for the mother now. OK, so it's the same it's that's gonna be for the mother now. OK, so let me go to her [PII].
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, hold on one second. Here's another one.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK, let me do the same thing. Why, why do people? OK.
[CUSTOMER][NEUTRAL] OK, hold on, he they put the same account for him twice so I just wanna fix everything quickly.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, it looks like it's the same as the father's name, isn't it? Maybe that's what, that's always confusing when they name her.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] It could be the mother's, that's the mother's the subscriber, right?
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] OK, hold on one second. So let me go ahead. They, they put his account, [PII]'s account twice. OK, so that's [PII] and then he has Cigna.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Yeah perfect.
[AGENT][NEUTRAL] Yeah, so anything that you had for [PII] is gonna be the same for the mom. It's gonna be uh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right, right. OK, but.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, I just wanna make sure I'm not missing anything, OK.
[AGENT][NEUTRAL] Oh, sure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then we'll just go ahead.
[CUSTOMER][NEUTRAL] Make a note for this one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Cigna.
[CUSTOMER][POSITIVE] OK, perfect. Alright, now let's just do the mother he's done, yep, he's done perfect.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] All right, sorry for the hold, it just takes me a minute. I don't work I don't work fast.
[AGENT][NEUTRAL] No, no, that's fine.
[AGENT][NEUTRAL] It's, it's OK.
[CUSTOMER][NEUTRAL] Trying to do everything correct.
[CUSTOMER][POSITIVE] Yeah thank you.
[CUSTOMER][NEUTRAL] OK, so the mother now it's gonna be the same thing, right?
[AGENT][NEUTRAL] Uh, exactly the same, uh, for [PII], um.
[CUSTOMER][NEUTRAL] OK, so [PII].
[CUSTOMER][NEUTRAL] I have [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so same thing so let's see here. OK, so everything is gonna be the same, right, [PII]?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Exactly the same. Yeah, it's gonna be the same, um, uh, there's only one kid who aged out, so anybody else in the family is going to be that same thing. It's gonna have the same policy number. It's gonna have the same um group number.
[CUSTOMER][NEUTRAL] Yeah, I'm only seeing account for [PII], which is the son and the mother, so I think, I think we should be uh everything set right. Group number 8191818915. OK, so I think, so everything it will be fine then.
[AGENT][POSITIVE] That's right.
[AGENT][NEUTRAL] Yes, yeah, everything's gonna be exactly the same and um uh when you, if you're wanting to send in your claims, you can just do it all in one deal. Um, it's all gonna be fine. It's gonna be the exact same thing.
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][POSITIVE] Thank you for letting me know alright thanks for everything, [PII].
[AGENT][NEUTRAL] Oh, sure.
[AGENT][POSITIVE] OK, thank you for contacting ATO. You have a good day.