AccountId: 011433970860
ContactId: 44cc0950-d5c5-49f8-ae74-28bb1e93878f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 349420 ms
Total Talk Time (AGENT): 123225 ms
Total Talk Time (CUSTOMER): 183481 ms
Interruptions: 4
Overall Sentiment: AGENT=0.9, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/44cc0950-d5c5-49f8-ae74-28bb1e93878f_20250421T14:23_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from provider's office regarding member eligibility.
[AGENT][NEUTRAL] OK, sure. I can assist you with eligibility, Mr. [PII]. And may I have the callback number just in case we get disconnected and the name of the facility you're calling from from my notation.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Sure, the callback number will be [PII] with an extension [PII].
[AGENT][NEUTRAL] OK. And what's the name of the facility you're calling from from my location?
[CUSTOMER][NEUTRAL] Where are we gonna go on?
[CUSTOMER][NEUTRAL] The facility's name will be Baptist Hospital of Miami.
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number, [PII]?
[CUSTOMER][NEUTRAL] It's 02505004, M as in Mike, L as in Lima, number 8.
[AGENT][NEUTRAL] And may I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Ma'am, the first name is [PII]. It's [PII] And the last name it's spelled [PII]. With date of birth, [PII].
[AGENT][POSITIVE] OK, perfect. Thank you.
[AGENT][NEUTRAL] All right, and you said you need eligibility.
[AGENT][NEUTRAL] have an effective date of [PII]. It is active at the moment, and this is one of our secondary supplemental plans for the major medical.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Good.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Thank you so much for that. And uh is there a group number or group ID used for billing purposes?
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mm, sure. Let me get that for you. One moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The group number is 18635.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Thank you. And uh may I know whether the members [PII] is a subscriber or a dependent in the plan?
[AGENT][NEUTRAL] Yeah, mhm.
[AGENT][NEUTRAL] She's a subscriber.
[CUSTOMER][POSITIVE] Thank you so much for that. And could you please provide me with the pay ID and mailing address?
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] The payer ID is 60801. Now, like I said before, this is a secondary supplemental plan to the major medical, so it needs to be either fax or mail. We need the EOB, the primary EOB attached to it. Um, the mailing address is 248.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Welcome
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 950.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][POSITIVE] Thank you so much for that. And could you please spell your name for me?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] My name is [PII]'s [PII] [PII].
[CUSTOMER][NEUTRAL] And for the reference number, it is your name and today's date, right?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][POSITIVE] Thank you so much for that. And the thing is I do have one more member to check for eligibility. Could you please also help me with that number?
[AGENT][NEUTRAL] OK, sure. Yes, I just need to make a note on this one before we move forward to the next one.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Bear with me just a minute.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] I think.
[CUSTOMER][NEUTRAL] Eligibility.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Eligibility.
[AGENT][NEUTRAL] OK, may I have um next policy number?
[CUSTOMER][NEUTRAL] Sure, I have a policy number as 20.
[CUSTOMER][NEUTRAL] 10589518
[AGENT][NEUTRAL] Oh, that's not our number, is it for APL?
[CUSTOMER][NEUTRAL] Yes, it is.
[AGENT][NEUTRAL] It's too many numbers. Do you have the card?
[CUSTOMER][NEUTRAL] And um if you don't mind, so sure, uh no, unfortunate access to the card. If you don't mind, could you please start with member's first name and last name?
[AGENT][NEUTRAL] OK, what's the spelling of the last name?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] The spelling of the last name, it's [PII].
[AGENT][NEUTRAL] OK, and what's the spelling?
[CUSTOMER][NEUTRAL] And the first name it's uh [PII].
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, thank you, one moment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] No, I don't have a [PII] in our system.
[CUSTOMER][POSITIVE] Sure, uh, no problem. Thank you so much for the confirmation. So, so for the confirmation with the ID and with the name search, no member was found, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Thank you so much for the confirmation and then that's all for today. Have a great day and stay safe.
[AGENT][POSITIVE] You're welcome. Thank you for calling ATM. Bye-bye.
[CUSTOMER][POSITIVE] Thank you. Bye.
[AGENT][NEUTRAL] Hm.