AccountId: 011433970860
ContactId: 54b7a3cf-d7ce-40fa-8a10-d109a2a4d3ab
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 307239 ms
Total Talk Time (AGENT): 103456 ms
Total Talk Time (CUSTOMER): 143258 ms
Interruptions: 1
Overall Sentiment: AGENT=2, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/54b7a3cf-d7ce-40fa-8a10-d109a2a4d3ab_20250204T15:37_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is [PII] how may I help you?
[CUSTOMER][NEUTRAL] Good morning. My name is [PII] calling from Baptist Health here in [PII]. I'm calling for the eligibility please for a member for the medical gap plan.
[AGENT][NEUTRAL] OK [PII], I can help you with the eligibility. Can you please give me your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and then what's the patient's name?
[CUSTOMER][NEUTRAL] Her first name [PII] [PII] and her last name is [PII].
[AGENT][NEUTRAL] OK, thank you and then what is her date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the policy number, please?
[CUSTOMER][NEUTRAL] 1336639 ML 8
[AGENT][NEUTRAL] OK, let me look her up. How are you doing today?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] I'm I'm doing OK. I got, you know, one of those days where you just have a lot on your mind.
[AGENT][POSITIVE] Good.
[AGENT][POSITIVE] Mhm yes I do.
[CUSTOMER][POSITIVE] And it's just uh I'm going through something right now where it's just like, oh my goodness, it's just like I wanted out.
[AGENT][POSITIVE] Oh, well, I will definitely keep you in my prayers. I get to talk to you at least twice a week, so I'll make sure that I keep you in my prayers, [PII].
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] I know.
[AGENT][NEUTRAL] OK. All right. Uh-huh.
[CUSTOMER][NEUTRAL] You know, it's always, it's, it's always something, right? So.
[AGENT][NEUTRAL] Yes, it is. It's life. Life happens, you know. Sometimes it's easy and sometimes it's a tsunami.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] It's hard.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so I am, I've got the policy pulled up and this policy actually lapsed on [PII]. I'm checking though, Ms [PII], to see if there's another one that's active, and we do not have an active policy for this insured.
[CUSTOMER][POSITIVE] Oh wow.
[CUSTOMER][NEUTRAL] Oh wow, OK, when did, when did it turn? Write that down.
[AGENT][NEUTRAL] On [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 20, people should know these things. Oh my [PII], cause they came on [PII].
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Wow.
[CUSTOMER][NEUTRAL] Their data services 1220. 0 my goodness, OK, hold on. So like I removed that. So let me look now now they're gonna have a copay. Let me see something here for their primary. Let me just look at something.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] urgent care.
[CUSTOMER][NEUTRAL] I think they're gonna
[CUSTOMER][NEUTRAL] OK. I think they're gonna have a
[CUSTOMER][NEUTRAL] If I read it correctly, I think it's a.
[CUSTOMER][NEUTRAL] Urgent care percentage.
[CUSTOMER][NEUTRAL] Co-payment. I'm just, I'm sorry, I'm just trying to look at something here.
[AGENT][POSITIVE] No, go ahead, take your time. I know you need to gather yourself before you get off the phone, so it's a good time to do it that's fine.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, I think, I think, I think now they have now they have a copay now because.
[CUSTOMER][NEUTRAL] You know,
[CUSTOMER][POSITIVE] OK, perfect. OK, and then.
[CUSTOMER][NEUTRAL] Her policy, I'm sorry, it's 61-2021 right [PII]?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] And [PII]?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Is that how you spell your name?
[CUSTOMER][NEUTRAL] Ah, I always forget.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] TOY from APL and patient.
[AGENT][NEUTRAL] I'll answer it either way.
[CUSTOMER][NEUTRAL] Terminated on [PII].
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] And she does not have any active policies.
[CUSTOMER][NEUTRAL] Right, that's crazy.
[CUSTOMER][NEUTRAL] OK, I don't understand.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Hopefully, she'll get it figured out.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] All right well thanks for the help.
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] You're welcome, [PII]. Have a good rest of your day. You take care.
[CUSTOMER][POSITIVE] Thanks [PII] we'll talk soon alright bye bye.
[AGENT][NEUTRAL] OK.