AccountId: 011433970860
ContactId: 6f513642-5e7b-4fc5-b118-2161f1cdeca4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 276940 ms
Total Talk Time (AGENT): 108641 ms
Total Talk Time (CUSTOMER): 109925 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/6f513642-5e7b-4fc5-b118-2161f1cdeca4_20250214T17:57_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. 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 and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Callback number will be [PII].
[AGENT][NEUTRAL] OK, and you're calling from which facility or provider what's the name from my location?
[CUSTOMER][NEUTRAL] It's Baptist Hospital of Miami.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Policy number will be 02174678 M as in Mike L as in Lima 7.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] My full name is [PII] with the date of birth, [PII].
[AGENT][POSITIVE] Perfect. Thank you, Mr. [PII]. All right, and 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][POSITIVE] Thank you so much for that. It's for the confirmation, the effect is [PII], right?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII] correct.
[CUSTOMER][POSITIVE] Thank you so much for that. And uh could you please provide me with the member's group number or group ID number?
[AGENT][NEUTRAL] OK, sure, let me get that for you one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] All right, we have um the group name is Okehobi SNF operations.
[AGENT][NEUTRAL] And the group number is 25368.
[CUSTOMER][NEUTRAL] And the group number?
[CUSTOMER][POSITIVE] 253-68. Thank you so much for that. And uh one last question regarding this member. May I know whether the member [PII] is a subscriber or a dependent?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm sorry, can you repeat that question?
[CUSTOMER][NEUTRAL] I need to know whether subscribe um [PII] is a cardholder or a dependent in the plan.
[AGENT][NEUTRAL] [PII] is the main holder.
[CUSTOMER][POSITIVE] Thank you so much for that. And uh could you please spell out your name for me?
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Sure, my name is [PII]'s [PII]. That's initial [PII].
[CUSTOMER][NEUTRAL] And your name and today's date will be the reference number for our call, right?
[AGENT][POSITIVE] That is correct, Mr. [PII].
[CUSTOMER][POSITIVE] Thank you so much for that, sir. And uh the thing is I do have one more member to check for eligibility. Could you please also help me with that number?
[AGENT][NEUTRAL] It's different.
[AGENT][NEUTRAL] Um, yes, let me go ahead and make a note on this one and we can move forward to the next one. OK, one moment.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What
[AGENT][NEUTRAL] All right. And what is the next policy number?
[CUSTOMER][NEUTRAL] Policy number will be 141.
[CUSTOMER][NEUTRAL] 3330 ML 7.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] My full name is [PII] with the date of birth was [PII].
[AGENT][NEUTRAL] OK, thank you. All right, and this one is terminated, um, the effective date was [PII]. It terminated on [PII]. There's no other policies available for this member with us.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you so much. And for the confirmation, the fact that it is [PII] and term date is [PII], right?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][POSITIVE] Thank you so much for the confirmation, [PII] and that's all for today. Have a great day and stay safe.
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] You as well. Thank you for calling ATM. bye bye.
[CUSTOMER][POSITIVE] Thank you. Bye.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I