AccountId: 011433970860
ContactId: 734f38dd-a615-4915-845d-285a480a5714
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 237059 ms
Total Talk Time (AGENT): 75329 ms
Total Talk Time (CUSTOMER): 118378 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/734f38dd-a615-4915-845d-285a480a5714_20250113T14:41_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII] calling from Baptist Health here in [PII]. I'm calling for I'm calling for the eligibility, please.
[AGENT][NEUTRAL] I can help with eligibility. Yes and what's that policy number that we're looking at today?
[CUSTOMER][NEUTRAL] OK, yeah, this is for the medical. Um it's 02352717 ML7.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth? Oh yeah, uh-huh.
[CUSTOMER][NEUTRAL] This is the
[CUSTOMER][NEUTRAL] [PII], yeah, [PII], and this is her gap plan for her medical.
[CUSTOMER][NEUTRAL] Insurance.
[AGENT][NEUTRAL] OK. And her, her date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. You mentioned eligibility. The policy went into effect on [PII]. It is active. Is there anything else at all I can tell you about the secondary or gap insurance?
[CUSTOMER][NEUTRAL] Yes, um, let me see. OK, it's still active, which is good to know. Um, OK, and she's the subscriber. Is the group name gonna be [PII]?
[AGENT][NEUTRAL] Let me just check.
[CUSTOMER][NEUTRAL] What's the
[AGENT][NEUTRAL] So, um,
[AGENT][NEUTRAL] For this, um, well, what I'm showing is Nightingale Administrative Services. Let me just check one other place, please, just to be absolutely certain.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] So that her uh.
[AGENT][NEUTRAL] Employer number is 255, yeah 25578.
[CUSTOMER][NEUTRAL] The group name yeah.
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] And uh that is uh.
[CUSTOMER][NEUTRAL] 2
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK. Um I, I'll spell it out for you. It's B E L E N dash J E S U I T Preparatory School.
[CUSTOMER][NEUTRAL] Oh preparatory school? OK.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] So, P R E P H U R R I School.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK, that's where she works.
[CUSTOMER][NEUTRAL] OK. Preparatory, P R E P A T O R Y, right?
[AGENT][NEUTRAL] Um, it's uh P R E P A R A.
[AGENT][NEUTRAL] T O R Y.
[CUSTOMER][NEUTRAL] OK, PR, I'm sorry, P R E T.
[AGENT][NEUTRAL] A R A.
[AGENT][NEUTRAL] T O R Y.
[CUSTOMER][NEUTRAL] Oh, OK. ARA.
[CUSTOMER][NEUTRAL] So VRP uh my computer.
[CUSTOMER][NEGATIVE] Oh jeez, OK, you said A A R A T O R Y?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][POSITIVE] Thank you so much. OK, one second.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let, let me do that.
[CUSTOMER][NEUTRAL] OK, and then I think, and then we have your group number 25578. OK, perfect. Let me verified. OK, and so her data service is 121, right? So she's she's still active from [PII]. This is from last year.
[AGENT][NEUTRAL] Uh
[AGENT][POSITIVE] Uh yes, that's correct.
[CUSTOMER][NEUTRAL] OK, just wanted to double check.
[CUSTOMER][NEUTRAL] OK, [PII] and then [PII], right?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] And it's your name and today's date.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][POSITIVE] All right, well, alright, thank you so much for everything. I hope you have a great rest of your day.
[AGENT][POSITIVE] Mhm thanks for contacting AP have a good one.