AccountId: 011433970860
ContactId: 463d2508-9f94-45c0-a9d1-da592f8015b6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1288979 ms
Total Talk Time (AGENT): 303294 ms
Total Talk Time (CUSTOMER): 578739 ms
Interruptions: 7
Overall Sentiment: AGENT=0.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/463d2508-9f94-45c0-a9d1-da592f8015b6_20250401T18:51_UTC.wav
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[AGENT][NEUTRAL] Good afternoon, thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. We're the provider. Can you please help me with eligibility for for 4 members?
[AGENT][NEUTRAL] Sure, I can assist you with eligibility. And you say your name is [PII]?
[CUSTOMER][NEUTRAL] Yes, hi, can you help me? Are you able to help me? Are you able to help me with 4 people?
[AGENT][NEUTRAL] OK. Hi. Mhm.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, I can. Yes, Miss [PII]. Um, may I have, you're welcome. May I have a callback number just in case we get disconnected?
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] I hope not.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] [PII]. All right, thank you. And bear with me just a second, um.
[AGENT][NEUTRAL] Let me have the first policy number.
[CUSTOMER][NEUTRAL] OK, let me pull it up.
[CUSTOMER][NEUTRAL] Oh it's OK let me see patient name.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, let me see this here.
[CUSTOMER][POSITIVE] Yes, OK, yes, I found the right one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, tell me.
[CUSTOMER][NEUTRAL] Everything is loading.
[CUSTOMER][NEUTRAL] What, OK, I thought, hold on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, ma'am, maybe I'm confused.
[CUSTOMER][NEUTRAL] [PII], OK, hold on one second. I think, hold on, I think I'm confused for a second. Hold on.
[AGENT][NEUTRAL] I
[AGENT][POSITIVE] It's OK. Sure, no problem.
[CUSTOMER][NEUTRAL] Let me come back to this one.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] I thought [PII] was OK hold on, we'll come back to [PII].
[CUSTOMER][NEUTRAL] I thought [PII] was [PII]. I'll get um and and maybe it's [PII] and [PII].
[CUSTOMER][NEUTRAL] OK, let me, let me look at this one for a second.
[CUSTOMER][NEUTRAL] Sorry.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, here we go. OK, now it's only 3 then.
[CUSTOMER][NEUTRAL] [PII] and [PII]. OK, so I'll have 3 instead of 4.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so the first, so the the first policy number is um.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Let's see here, OK.
[CUSTOMER][NEUTRAL] 02556090.
[AGENT][NEUTRAL] OK. What's the name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, so that's dependent. All right, and Miss [PII], where are you calling from? So, for my notation, what is the provider's name or the facility name?
[CUSTOMER][NEUTRAL] We're calling from, um, we're calling from Baptist Health here in [PII].
[AGENT][NEUTRAL] That.
[AGENT][POSITIVE] All right, thank you. It's OK.
[CUSTOMER][NEUTRAL] South, South Miami Hospital?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It's fine. I just needed to put who's calling, so it's from Baptist. It's fine. Got it. Thank you. All right, we have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plan to the major medical.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] So the father is the subscriber, right?
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] Hm.
[AGENT][POSITIVE] Yes, correct.
[CUSTOMER][NEUTRAL] OK, let me, I have to try and find him in the system. Hold on one second. [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is he born on [PII] yeah, [PII]?
[AGENT][NEUTRAL] Um, let me check on that. One moment.
[AGENT][NEUTRAL] Let's see, [PII].
[CUSTOMER][NEUTRAL] I think so.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That's him, right?
[AGENT][NEUTRAL] Um, yep, that's it.
[CUSTOMER][NEUTRAL] OK, so let me add him he's.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK, and we have that.
[CUSTOMER][NEUTRAL] Other APL, there's uh you don't there's no portal to verify APL.
[AGENT][NEUTRAL] Yeah. Mhm.
[CUSTOMER][NEUTRAL] Oh yeah, yeah.
[CUSTOMER][NEGATIVE] Someone put that they verified APL, but there's like there's no port she put other APL. There's no website.
[AGENT][NEUTRAL] Oh yeah, we don't, we don't do website verification.
[CUSTOMER][NEGATIVE] Oh no no no no no no portal either.
[AGENT][NEUTRAL] We have a portal but to submit claims but not for verification of the eligibility, mhm, yes, just for claims. Mhm.
[CUSTOMER][NEUTRAL] He had to call.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um, is there, is there a uh group name or group number?
[AGENT][NEUTRAL] Um, yes, let me get that for you. One moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, so the group name is Avanti, A V A N T I Nutritional.
[AGENT][NEUTRAL] Laboratories
[CUSTOMER][NEUTRAL] Wait, I'm sorry, AAVA?
[AGENT][NEUTRAL] NTI.
[CUSTOMER][NEUTRAL] And Avanti, A D A N T I Avanti Avanti, uh-huh.
[AGENT][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Nutritional?
[CUSTOMER][NEUTRAL] N U T
[AGENT][NEUTRAL] R I T I O N A L.
[CUSTOMER][NEUTRAL] OK, N U T R I T I O N A L.
[AGENT][NEUTRAL] Yes. Lavatro.
[CUSTOMER][NEUTRAL] OK, group number?
[AGENT][NEUTRAL] 26683. Yes.
[CUSTOMER][POSITIVE] Oh, I'm sorry.
[CUSTOMER][NEUTRAL] Uh, I'm sorry, Avanti nutritional.
[AGENT][NEUTRAL] Laboratories, lab.
[CUSTOMER][NEUTRAL] Um A T O R Y.
[AGENT][NEUTRAL] Mhm. L L A B.
[AGENT][NEUTRAL] O R A T O R I E S.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] 000 R A T O R I S L A I'm sorry, L A O L A O R A T O I.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No, uh, OK, no, uh uh.
[AGENT][NEUTRAL] L A B O R A T O R I E S.
[CUSTOMER][POSITIVE] Thank you. So any a group number?
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] It's 26683.
[CUSTOMER][NEUTRAL] OK, perfect. OK, what is the reference number for this one before you go on to the next one?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today.
[CUSTOMER][NEUTRAL] Oh, that's right, I knew that. I'm sorry, I'm not paying attention. OK, so [PII]'s done.
[AGENT][NEUTRAL] Mhm. Yeah. It's OK. That's fine.
[CUSTOMER][NEUTRAL] I know that I I I.
[CUSTOMER][NEUTRAL] OK, [PII]'s done.
[CUSTOMER][NEUTRAL] OK, [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and this is SOL reference number, your name OK 0401.
[CUSTOMER][NEUTRAL] OK, let me go on to the next one so.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Let me update the subscriber for the other one. People don't do the right job here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, yep.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] OK, so hold on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] I yeah yeah. OK.
[CUSTOMER][NEUTRAL] Why can I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I'm sorry, I keep checking.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, done.
[CUSTOMER][NEUTRAL] OK [PII].
[CUSTOMER][NEUTRAL] It's done
[CUSTOMER][NEUTRAL] No insurance verified. OK, hold on, verified.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Verified Aetna.
[CUSTOMER][NEUTRAL] Through HDX and then I'm gonna put reverified someone because they put the rever other portal no re verified.
[CUSTOMER][NEUTRAL] We verified.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] B [PII] I don't know how it goes that verified um APL with reps names so.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][POSITIVE] Oh, that's good. I and I put re verified uh APL of rep names, so that works, right?
[AGENT][NEUTRAL] Mhm, yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, next one.
[CUSTOMER][NEUTRAL] OK, next one is [PII] and [PII], 2 more.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] I'm ready whenever you are.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] and [PII].
[CUSTOMER][NEUTRAL] OK, [PII] and [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, one sec.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so,
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] and that one.
[CUSTOMER][NEGATIVE] OK, I'm like I'm getting tired cause I'm losing it.
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] Includes [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, ready. So, OK, so this one.
[AGENT][NEUTRAL] Hm, right.
[CUSTOMER][NEUTRAL] Says
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, hold on one second, my manager's writing me now.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so the first one is um [PII] [PII].
[AGENT][NEUTRAL] OK. And what's the name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] Mm, can you verify the date of birth one more time?
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] There you go. Yes, thank you.
[AGENT][NEUTRAL] All right. Uh, so we have an effective date on this one of [PII] and it is active at the moment. This is also a secondary policy to the major medical.
[CUSTOMER][NEUTRAL] Thank you. What is the group name and group number?
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, so for this one we have, let's see, the group name is Nova Southeastern University.
[CUSTOMER][NEUTRAL] OK, hold on Southeastern.
[AGENT][NEUTRAL] Easter University. Mhm.
[CUSTOMER][NEUTRAL] University
[CUSTOMER][NEUTRAL] OK, what is the group number?
[AGENT][NEUTRAL] 231 43.
[CUSTOMER][NEUTRAL] 231 43 OK again this person says the other APL that's not how you bear it there's no.
[CUSTOMER][NEUTRAL] Well, these people.
[CUSTOMER][NEUTRAL] Uh, uh, SOL reference number. OK. um, your name 04.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 0401.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And let me just double check one more let's go ahead and do the last one.
[AGENT][NEUTRAL] Bear with me just a minute. OK, one moment.
[CUSTOMER][NEUTRAL] Yeah, why do they put them?
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] card.
[AGENT][NEUTRAL] and
[AGENT][POSITIVE] OK, I'm ready for the next one.
[CUSTOMER][NEUTRAL] OK, perfect. So payer representative, OK, hold on one second, my system's loading.
[AGENT][NEUTRAL] Mhm. Yes, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Counter and I make a note on her account verify and calendar um for.
[CUSTOMER][NEUTRAL] The Cross Blue Shield and
[CUSTOMER][NEUTRAL] Uh, APL was, was not verified was not verified.
[CUSTOMER][POSITIVE] Correctly.
[CUSTOMER][NEUTRAL] On first attempt.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] On on [PII] at [PII]
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] No
[CUSTOMER][NEGATIVE] Uh, I hate to do that, but it's not. So the rep named um [PII] and verified.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] [PII] OK, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, let me get to the next one. Just give me one second, so.
[AGENT][POSITIVE] OK. Sure, yes, no problem.
[CUSTOMER][NEUTRAL] Huh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Where did everything go? OK, everything needs to load.
[CUSTOMER][POSITIVE] Awesome.
[CUSTOMER][NEUTRAL] OK, OK, hold on one second, it's loading. What did we do? We did, oh yeah, we did.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, hold on, I wanna check [PII] for a second. I think I missed something with [PII], hold on before we do the last one.
[AGENT][NEUTRAL] OK, sure.
[CUSTOMER][NEUTRAL] So I don't think I put.
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] And I put
[CUSTOMER][NEUTRAL] OK, I did. I like second guessed myself. OK, and who did we do? OK, OK, now.
[CUSTOMER][NEUTRAL] [PII]. OK, last one of his name is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, last one. I. [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 5847 ML 8.
[AGENT][NEUTRAL] Mm, OK. OK.
[AGENT][NEUTRAL] OK, and what's the date of birth for [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, perfect. Thank you. All right, the effective date on this one is [PII]. It is active at the moment, and this is a secondary supplemental plan to the major medical as well.
[AGENT][NEUTRAL] And see the group number whenever you're ready in the news.
[CUSTOMER][NEGATIVE] He's just the girl she keeps doing it wrong.
[CUSTOMER][NEUTRAL] Oh yeah, yeah.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Go ahead, the group name.
[AGENT][NEUTRAL] And the group name is Nutrition.
[AGENT][NEUTRAL] Formulators.
[CUSTOMER][NEUTRAL] Nutrition.
[CUSTOMER][NEUTRAL] Nutr I can nutrition, N U T R I T I O N.
[AGENT][NEUTRAL] R I T I O N. Yes, uh-huh.
[AGENT][NEUTRAL] The second word is formulators, which is F O R M U L A.
[CUSTOMER][NEUTRAL] LA
[AGENT][NEUTRAL] T O R S.
[CUSTOMER][NEUTRAL] TORS wait formulators. Oh, is it TORS at the end after formula? OK. 17994.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] 179. Yes, that is correct.
[CUSTOMER][NEGATIVE] Why, and this person, she put, she put just APL. That's not how you, that's not you don't have a portal, these people.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Oh boy.
[CUSTOMER][NEUTRAL] You know what I mean?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Oh, I know, it's hard when somebody else is doing the, the same job and they all do it differently.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What
[AGENT][NEUTRAL] My God.
[CUSTOMER][NEGATIVE] Right, it's like how do you not like you know what I'm saying? It's like people just don't, I don't know, it's like people don't care or something.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Don't pay attention.
[CUSTOMER][NEUTRAL] Right? I don't know.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, um, and he's the subscriber, right?
[AGENT][NEUTRAL] Yes, he is a subscriber. He's the only one in the policy. Mhm.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so, and then it's your name 0401-2025 ideal meal alright and the group number was 17994, right?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] OK, and
[CUSTOMER][NEUTRAL] Uh, one last thing.
[CUSTOMER][NEUTRAL] Verify Blue Cross Blue Shield.
[CUSTOMER][NEUTRAL] HTX and then.
[CUSTOMER][NEUTRAL] A plan
[CUSTOMER][NEUTRAL] Uh, re verified.
[CUSTOMER][NEUTRAL] Plan
[CUSTOMER][POSITIVE] APL with rep name so that's perfect. Eyre verified plan with rep name so plan was not verified correctly on first attempt.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right?
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yep
[CUSTOMER][MIXED] I hate to do that, but it's the truth. These people are, right? Is that funny how people do the same job and it's like.
[AGENT][NEUTRAL] Yeah. Mhm.
[AGENT][NEUTRAL] Yeah, totally different, yeah, yeah.
[CUSTOMER][NEUTRAL] I don't know, right? Or is it me?
[AGENT][NEUTRAL] No, I understand, trust me, I understand.
[CUSTOMER][POSITIVE] Alright, well, I think, I think we're good now, so.
[AGENT][POSITIVE] OK. Um, you're welcome and thank you for calling APO. You have a good afternoon. Call us back if you need us, OK? Thank you. Bye-bye, Miss [PII]. Bye.
[CUSTOMER][POSITIVE] Thank you for everything.
[CUSTOMER][POSITIVE] Bye-bye. You too, bye. Thanks, bye.