AccountId: 011433970860
ContactId: 799ecba9-dcd1-42ff-8719-446b00c9f2b4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 299410 ms
Total Talk Time (AGENT): 118332 ms
Total Talk Time (CUSTOMER): 168426 ms
Interruptions: 5
Overall Sentiment: AGENT=2.1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/799ecba9-dcd1-42ff-8719-446b00c9f2b4_20250324T15:38_UTC.wav
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[AGENT][POSITIVE] Good morning thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Um, my name is [PII]. I'm calling to get um eligibility on a member.
[AGENT][POSITIVE] It would be my pleasure to assist you, [PII]. What is a good callback number?
[CUSTOMER][NEUTRAL] It's [PII], thank you, by the way, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sorry, [PII].
[AGENT][POSITIVE] Perfect. Thank you, [PII].
[CUSTOMER][POSITIVE] OK. You're welcome.
[AGENT][NEUTRAL] And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] It is 024.
[CUSTOMER][NEUTRAL] 152.
[CUSTOMER][NEUTRAL] 85
[CUSTOMER][NEUTRAL] And then ML 8.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please, ma'am.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] All right, thank you, and I understand you're needing eligibility for Bianca?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] I can help you with that. [PII], I'm showing that her policy is active.
[CUSTOMER][POSITIVE] Good.
[AGENT][NEUTRAL] Effective date is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And this is a secondary policy to the policyholders' major medical.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Wonderful. OK. Secondary.
[AGENT][NEUTRAL] Mhm. Anything else I can help you with?
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][POSITIVE] Yes, yes, I just wanna make sure, um, of course, she's the subscriber.
[AGENT][NEUTRAL] She's dependent.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Oh really? OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, let me just see cause I didn't, I have to pull this policy in just because I saw it on the website, um, for her Blue Cross Blue Shield, um, insurance, um, so I, I'm looking to see if she has a person over here listed on her.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Demographic.
[CUSTOMER][NEUTRAL] Um, she doesn't. Now, now, OK, so if she's a dependent.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] It's just she's widowed, um.
[CUSTOMER][NEUTRAL] Do you have the do you have the subscriber's name?
[AGENT][NEUTRAL] Widowed
[CUSTOMER][NEUTRAL] Well, I, I don't know. That's what it says.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEGATIVE] Let me check. Uh, I'm unable to.
[CUSTOMER][NEUTRAL] On your, on your list, only unless mhm.
[AGENT][NEGATIVE] Yeah, I'm unable to provide that.
[CUSTOMER][NEUTRAL] Information, right? That's what I thought.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I don't know.
[CUSTOMER][NEUTRAL] I don't know what to put because sometimes people.
[AGENT][NEUTRAL] And what was, tell me her date of birth again.
[CUSTOMER][NEUTRAL] Her date of birth is [PII].
[AGENT][POSITIVE] I am so sorry. I was giving you her dependents information. I am so sorry. I jumped right to [PII], well, I mean, one of her dependants. I am so sorry. [PII] is the policyholder. Oh my gosh, I apologize.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, it's Monday, it's Monday.
[AGENT][NEUTRAL] All right, that was my one Monday, Monday crazy thing to do. I'm, I'm done.
[CUSTOMER][NEUTRAL] That's all right. We're not perfect. OK, [PII], so it happens. It happens to me, it happens to everybody. That's fine. That's why it's good to, to back check and, you know, double check when you hear things because, yes, OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yeah. Thank you.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Absolutely. And, and that's why I said, let me check that date of birth again.
[AGENT][POSITIVE] I agree. Check, check, and double check and triple check.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm. OK, so I have the claims address as being the [PII], is that correct? OK, in [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] That is correct.
[AGENT][POSITIVE] That's right.
[CUSTOMER][NEUTRAL] OK, good. OK. Now, how do I spell your name?
[AGENT][POSITIVE] My name is [PII]. And it was a pleasure to help you with that eligibility, [PII]. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Same thing.
[CUSTOMER][NEUTRAL] No, do you give call reference numbers, [PII]?
[AGENT][NEUTRAL] Call reference number is my name and today's date.
[CUSTOMER][POSITIVE] OK. Wonderful. No, hopefully, everything else goes smooth sailing from here. That's, that's all I have to say, [PII].
[AGENT][POSITIVE] Yes, ma'am. It is, it's going to, it's gonna be a great day.
[CUSTOMER][POSITIVE] OK, wonderful, wonderful positivity is always, it always welcomed. So, well, take care. It's been a pleasure speaking with you too. OK. Have a good, a wonderful day.
[AGENT][POSITIVE] That's right.
[AGENT][NEUTRAL] Got to have it.
[AGENT][POSITIVE] Thank you, [PII], for calling APO. You have a wonderful day as well. Take care.
[CUSTOMER][POSITIVE] Thanks, [PII]. You too. Bye-bye. Bye.
[AGENT][POSITIVE] Thank you. Bye-bye.