AccountId: 011433970860
ContactId: 77ba464d-a19d-447b-822a-5c81d76d2ad3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 400899 ms
Total Talk Time (AGENT): 106702 ms
Total Talk Time (CUSTOMER): 150900 ms
Interruptions: 2
Overall Sentiment: AGENT=1.1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/77ba464d-a19d-447b-822a-5c81d76d2ad3_20250307T19:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Thank you for calling ATO.
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from provider's office regarding member eligibility.
[AGENT][NEUTRAL] OK, [PII], I can help you with the eligibility of a member. Can you please give me your callback number and the name of the provider's office you're calling from?
[CUSTOMER][NEUTRAL] Sure. The callback number will be [PII] with an extension [PII].
[CUSTOMER][NEUTRAL] And uh the facility's name is Baptist Hospital of Miami.
[AGENT][NEUTRAL] OK, thank you. And what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] The policy number will be 943-856-140.
[CUSTOMER][NEUTRAL] And the number first name, it's [PII] And the last name it's [PII], with the date of birth [PII].
[AGENT][NEUTRAL] OK, let me pull up that policy real quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, that's not a good policy number for our company. Do you see another number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, no, I don't see any other number, but, uh, just give me a moment. Uh, I think I do have the number's SSN number.
[CUSTOMER][NEUTRAL] OK, I have the
[AGENT][POSITIVE] OK, that'd be awesome, thank you.
[CUSTOMER][NEUTRAL] SSN It's [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, let me see if I can find it with the social.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I have found [PII]'s policy. Let me give you the correct policy number.
[CUSTOMER][NEUTRAL] OK, and not again policy let me.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It's 185.
[AGENT][NEUTRAL] 2043.
[CUSTOMER][NEUTRAL] Uh, it's 1852043, right?
[AGENT][NEUTRAL] Yes, and the effective date of the policy is [PII].
[CUSTOMER][POSITIVE] Thank you so much for that. And uh the plan is still active, right?
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Thank you. And it's a gap policy, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] And may I also know the member's group number or group ID?
[AGENT][NEUTRAL] 18766.
[CUSTOMER][NEUTRAL] Thank you. And uh the member, uh may I know whether the member, [PII] is a subscriber or a dependent in the plan?
[AGENT][NEUTRAL] She is the account holder.
[CUSTOMER][POSITIVE] Thank you. And may I know your name?
[AGENT][NEUTRAL] My name is [PII]
[CUSTOMER][NEUTRAL] Thank you for that. And uh your name on today's date will be the reference number, right?
[AGENT][POSITIVE] Yes, you're correct.
[CUSTOMER][POSITIVE] Thank you so much for that, Tory. And the thing is I do have one more number to check for eligibility. Could you please also help me with that number?
[AGENT][NEUTRAL] I can. Let me put my note in this one, [PII], and as soon as I get finished with my note, we'll move on to the next one.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Sure, sure. Take your time.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I'm ready for the next one. What's the next one's, uh, name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Policy policy number will be 02.
[CUSTOMER][NEUTRAL] 224-468 M as in Mike, L as in Lima, number 8.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And member, sorry, first name is [PII].
[CUSTOMER][NEUTRAL] And the last name, it's [PII] with the date of birth for the number as uh [PII].
[AGENT][NEUTRAL] OK, let me pull up that policy real quick for us.
[AGENT][NEUTRAL] It's searching.
[CUSTOMER][POSITIVE] Mhm. No problem.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. So, [PII] does have an active policy. His effective date is [PII].
[CUSTOMER][NEUTRAL] I'm sorry, it's [PII], right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello, I can hear you.
[CUSTOMER][NEUTRAL] I'm sorry, uh, your voice is cutting in and out. Could you please repeat the affect it one more time?
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you so much. And it is also a gap policy, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And uh may I know the group number?
[AGENT][NEUTRAL] 23556.
[CUSTOMER][NEUTRAL] Thank you. And for this plan, the member [PII] is a dependent, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And the subscriber's name is [PII]. Is it correct?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] Thank you so much for that confirmation, [PII], and uh that's all for today. Have a great day and stay safe.
[AGENT][POSITIVE] You too. You have a good weekend, [PII], and thank you for calling APL.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you. Bye.
[AGENT][NEUTRAL] Bye bye.