AccountId: 011433970860
ContactId: 3b198d92-e272-46fc-a482-6af19ddc05e3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 169899 ms
Total Talk Time (AGENT): 50036 ms
Total Talk Time (CUSTOMER): 82610 ms
Interruptions: 0
Overall Sentiment: AGENT=2.8, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/3b198d92-e272-46fc-a482-6af19ddc05e3_20250107T14:20_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good, good morning. My name is [PII] calling from Baptist Health calling for, uh, eligibility and for the eligibility please for a member.
[AGENT][NEUTRAL] OK, well, I can help you with the eligibility and [PII], may I have a good contact number in case we're disconnected and then the policy number?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And the policy number whenever you're ready.
[CUSTOMER][NEUTRAL] 020
[CUSTOMER][NEUTRAL] I'm sorry, yeah, 02027774 ML8.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII], he's born on.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment, and I am showing that the policy is active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] OK, perfect. And then the group name is Tropical Foods LLC. Is that correct?
[AGENT][NEUTRAL] Hold on one moment let me see.
[AGENT][POSITIVE] Yeah, that's correct.
[CUSTOMER][POSITIVE] OK perfect and his group number is gonna be.
[CUSTOMER][NEUTRAL] 239-02.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] OK, perfect. Thank you. All right.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Um, let's see here.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] It is 10, it is [PII]. I move the tip of the time.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] And is it [PII]?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEGATIVE] Oh, OK, let me fix that.
[CUSTOMER][NEUTRAL] OK, and it's your name and today's date for the reference number, right, [PII]?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK, and right, it's [PII]?
[AGENT][NEUTRAL] Yes, that's correct for the claim's mailing address.
[CUSTOMER][POSITIVE] OK perfect thank you so much for everything, have a great day.
[AGENT][POSITIVE] You're very welcome, [PII]. Was there anything else I can help you with?
[CUSTOMER][NEUTRAL] Um, let me see. Oh, right, one more thing, and he's he's he's the subscriber, right?
[AGENT][NEUTRAL] Yes, he's the policyholder. It's, it's an individual policy, it's just him.
[CUSTOMER][POSITIVE] OK, perfect. Alright, thank you. Take care bye bye.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.