AccountId: 011433970860
ContactId: 4236cbf2-6a36-4a6e-b5c6-31ca6f78cc7e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 321279 ms
Total Talk Time (AGENT): 113185 ms
Total Talk Time (CUSTOMER): 135112 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/4236cbf2-6a36-4a6e-b5c6-31ca6f78cc7e_20250603T13:46_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APR. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from Blue Cross Blue Shield of Florida. And I'm trying to check on eligibility for one of our members.
[AGENT][NEUTRAL] I'm sure, [PII], I can assist you with benefits. Um, first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][NEUTRAL] Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] I don't have the policy number. Can I try it by social?
[AGENT][NEUTRAL] Um, yes, ma'am. I can look them up by the social.
[CUSTOMER][NEUTRAL] OK, it's 305-602-802.
[AGENT][NEUTRAL] OK, I see.
[AGENT][NEUTRAL] OK, and please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] date of birth is [PII].
[AGENT][NEUTRAL] OK, I found him in our system and just let me advise you that verification of coverage does not guarantee payment of claims. Um, do you need his policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, his policy number is 019.
[AGENT][NEUTRAL] 67205.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And um.
[CUSTOMER][NEUTRAL] What is the original effective date on this?
[AGENT][NEUTRAL] OK. The effective date on the policy, well, the original effective date was [PII] and the policy is still active.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, any breaks in coverage?
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] No, I'm not showing any breaks in coverage, but there is um new policy numbers every year.
[CUSTOMER][POSITIVE] And I'm sorry.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, so the 019 is the um the latest policy number?
[AGENT][NEUTRAL] Yes, well, let's see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, the policy number I just gave you, the 019. Yes, ma'am, you're correct. 1967205. That's the latest policy number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and um.
[CUSTOMER][NEUTRAL] Does this policy cover prescription?
[AGENT][NEGATIVE] No, it doesn't.
[CUSTOMER][NEUTRAL] OK, and [PII] is the policy holder?
[AGENT][NEUTRAL] Yes, ma'am, he is.
[CUSTOMER][NEUTRAL] Um, and it, uh.
[CUSTOMER][NEUTRAL] Can is this coverage through an employer?
[AGENT][NEUTRAL] Um, let's see, one moment.
[AGENT][NEUTRAL] Yes, um, the group number is 21022.
[AGENT][NEUTRAL] And the group name
[CUSTOMER][NEUTRAL] 210
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, the group number is 21022. Yeah, and the group name is Streamline Publishing Incorporated.
[CUSTOMER][POSITIVE] I'm ready.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Stream
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Line
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Thanks, OK.
[CUSTOMER][NEUTRAL] Um, and is this family coverage?
[AGENT][NEUTRAL] Yes, it is.
[CUSTOMER][NEUTRAL] OK, and um what type of um medical coverage is this? Is it um
[CUSTOMER][NEUTRAL] Uh, through a group or is it a supplemental?
[AGENT][NEUTRAL] It's um supplemental. This is GA Insurance.
[CUSTOMER][NEUTRAL] OK, yeah, OK, um, and.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Let me ask, is [PII], um, date of birth, [PII] covered under this policy?
[AGENT][NEUTRAL] Yes, she's covered.
[CUSTOMER][NEUTRAL] OK, it same effective date?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK, [PII], um, date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] Same effective date?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, and I have, I guess they're twins, [PII].
[CUSTOMER][NEUTRAL] Same date of birth [PII].
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Wow, no, I take that back. These are [PII].
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][POSITIVE] Right. Yes, she's covered also.
[CUSTOMER][NEUTRAL] OK, and I'm sorry I didn't catch your name at the beginning.
[AGENT][NEUTRAL] My name is [PII]. Um, it's spelled [PII] and my last initial is [PII].
[CUSTOMER][POSITIVE] OK, thank you so much easy, that's all I needed.
[AGENT][NEUTRAL] OK. Is there
[AGENT][POSITIVE] OK. Well, since there isn't anything else I can assist you with, [PII], I thank you for calling ATL and you have a great day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Mhm. You're welcome. Mm bye.
[CUSTOMER][NEUTRAL] Bye bye.