AccountId: 011433970860
ContactId: 78877808-6af0-4565-9068-b6d2659540d3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 210429 ms
Total Talk Time (AGENT): 65399 ms
Total Talk Time (CUSTOMER): 77228 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/78877808-6af0-4565-9068-b6d2659540d3_20250205T21:03_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Um, [PII], this is [PII] calling from Baptist Hospital in [PII], um, checking on eligibility for a patient that has already been seen and group name and group number if possible.
[AGENT][NEUTRAL] Sure, I can assist you with that. Could you provide me with the spelling of your name and a callback number?
[CUSTOMER][NEUTRAL] Yes, [PII] and numbers [PII].
[AGENT][NEUTRAL] [PII], can I have the policy number of the member that you're inquiring eligibility for today?
[CUSTOMER][NEUTRAL] Yes, ma'am. 02363835 ML 8.
[AGENT][NEUTRAL] Could you verify that patient's name and date of birth and I'll be able to assist you.
[CUSTOMER][NEUTRAL] OK. [PII], um, his date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You're calling to verify benefits eligibility, so let me give you the correct policy number. Well, when was your date of service?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 2225.
[AGENT][NEUTRAL] And this member's policy number is 251-0689.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] This policy has been active since [PII] and it's currently active.
[CUSTOMER][NEUTRAL] Is there a group named to the plan?
[AGENT][NEUTRAL] Yes there is.
[CUSTOMER][NEUTRAL] Is it Florida Electric motor?
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] It is and the group number is 80003.
[CUSTOMER][NEUTRAL] 800
[CUSTOMER][NEUTRAL] 3073.
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] OK. And may I give you one more patient?
[AGENT][NEUTRAL] Sure, give me one moment.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] What's the policy number, [PII]?
[CUSTOMER][NEUTRAL] It is 1618659.
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] This policy has been active since.
[AGENT][NEUTRAL] [PII] and it's currently active.
[CUSTOMER][NEUTRAL] OK, and let's see what they entered for the group name.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Oasis Holdings.
[AGENT][NEUTRAL] Yes, that is correct. 15185.
[CUSTOMER][POSITIVE] 15185. All righty, perfect. Thank you. And was it [PII]? Did I get that right?
[AGENT][NEUTRAL] [PII]. Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I don't
[CUSTOMER][POSITIVE] That's it, [PII], thank you.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a great day, [PII].
[CUSTOMER][POSITIVE] Same to you, ma'am. Thank you, same to you.
[AGENT][POSITIVE] Thanks, goodbye.
[CUSTOMER][NEUTRAL] Bye bye.