AccountId: 011433970860
ContactId: 7ac01a8f-61b8-4ac1-978f-5e94d6dec4ef
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 405119 ms
Total Talk Time (AGENT): 188350 ms
Total Talk Time (CUSTOMER): 213156 ms
Interruptions: 7
Overall Sentiment: AGENT=1, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/7ac01a8f-61b8-4ac1-978f-5e94d6dec4ef_20250127T14:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I think I'm not sure if I'm in the right place, but I'm gonna try. Uh, my, my, my name is [PII] calling from Baptist Health here in [PII]. I think the member has, um, American Pub Life, I think so, um, because I know you guys have, uh, letters in your sometimes in your policy number. Can I go ahead and and give you his policy number?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, I'm sure, Ms. [PII], but before you do that, can I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Mhm, and you're calling for eligibility or benefits today.
[CUSTOMER][NEUTRAL] Eligibility.
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] OK, I think this is correct. I think it's 1306721 ML8. I think that's you guys, right?
[AGENT][NEUTRAL] OK. Mhm, yeah, sounds like us.
[AGENT][NEUTRAL] All right. And may I have the name and date of birth of the patient?
[CUSTOMER][POSITIVE] Oh, did I actually get it right? That's too funny.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm. Yes.
[CUSTOMER][NEUTRAL] 00 my, it, oh wow, OK. I looked at it because what happened is somebody put something else. They put something else. It's like, huh? I don't know, it's strange. They put something completely different.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] Oh wow.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, his name is [PII], born on [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, OK. [PII].
[AGENT][NEUTRAL] OK, so we may be looking at the father or the son or something like that. Let me see what we have. One moment.
[CUSTOMER][NEUTRAL] I don't know, he's, I think he's the father, [PII] old.
[AGENT][NEUTRAL] OK. Let me put on.
[AGENT][NEUTRAL] Bear with me.
[AGENT][NEUTRAL] OK, and you said that um you need um eligibility today, correct, Miss [PII]?
[CUSTOMER][POSITIVE] Yes, please, and I'm in the correct spot, right?
[AGENT][POSITIVE] OK perfect.
[AGENT][POSITIVE] You are in the correct spot, yes, and email is ours.
[CUSTOMER][POSITIVE] You are yes.
[AGENT][NEUTRAL] Every time you finished with ML that's ours.
[AGENT][NEUTRAL] Um, but yes, um.
[CUSTOMER][NEUTRAL] I thought that OK.
[AGENT][NEUTRAL] Yeah, um, so, um, the policy number, let me go ahead and give you first the policy number because it is different.
[CUSTOMER][NEUTRAL] Um, so, uh, the policy number.
[AGENT][NEUTRAL] Let me know when you're ready.
[CUSTOMER][NEUTRAL] OK, so his date of service was [PII], so was he currently active during that time?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, that is a different policy. The one you provided to me is an old policy, a really old policy.
[CUSTOMER][NEUTRAL] And what, OK, so what, OK, hold on, let me, let me add you guys because they put something completely different.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I think it's good when you start recognizing the policy numbers and knowing who to call. I was like, OK.
[AGENT][POSITIVE] Yeah, that's amazing because I know you work with a lot of them in [PII], yeah.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Oh, I know. I was like impressed. I was like, oh wow, OK, and because I called the other company that they put and like I'm like, oh wait, the policy number ML that's American Popul Life too funny. OK, so what is this new policy number for that data service so.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Wow, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, the policy number is 01.
[AGENT][NEUTRAL] 72
[CUSTOMER][NEUTRAL] Hold on, let me go ahead and add it. Hold on one second, let me go ahead and add it.
[AGENT][POSITIVE] OK. All right, sure, yeah. Let me know when you're ready. It's fine. Take your time.
[CUSTOMER][NEUTRAL] 00, yeah, yeah ideal meal. OK. 0172.
[AGENT][NEUTRAL] OK. 6350.
[CUSTOMER][NEUTRAL] OK, perfect. 01726350 and and that's for the data services at 12-13-2024?
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yes, the effective date on this one is [PII], and it is active at the moment. This is a secondary supplemental plan.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] OK perfect and what any group name?
[AGENT][NEUTRAL] Um, let me check what's the group name one moment.
[AGENT][NEUTRAL] Um, the group name is V Me Media Inc.
[CUSTOMER][NEUTRAL] I think
[CUSTOMER][NEUTRAL] OK, let me see what is the.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] It is, say again.
[AGENT][NEUTRAL] V like the letter V in Victor.
[CUSTOMER][NEUTRAL] Oh actually I, oh, I lost the plan. Hold on, I have to read out the plan one second, so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, sure.
[CUSTOMER][NEUTRAL] Sorry
[AGENT][POSITIVE] No it's OK, no worry.
[CUSTOMER][NEUTRAL] I accidentally got out of it.
[AGENT][POSITIVE] It's fine. No worries.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Thank you. OK, I'm sorry, what is the policy number again?
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] It is um let me go back OK 01.
[AGENT][NEUTRAL] 72
[AGENT][NEUTRAL] 6350.
[CUSTOMER][NEUTRAL] OK, and what was the group name? You said V as in Victor.
[AGENT][NEUTRAL] V as in Victor, the, the word me M E.
[AGENT][NEUTRAL] Media.
[CUSTOMER][NEUTRAL] In one word, right?
[AGENT][NEUTRAL] Yeah, mhm.
[CUSTOMER][NEUTRAL] VNE, OK.
[AGENT][NEUTRAL] Media.
[AGENT][NEUTRAL] Inc.
[CUSTOMER][NEUTRAL] Is there space media?
[AGENT][NEUTRAL] Yeah, it's gonna be a space basically V is is just a letter by itself and then me M E is by itself and then media by itself and then inc.
[CUSTOMER][NEUTRAL] Media
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Inc INC. OK, perfect.
[AGENT][NEUTRAL] Yes, mhm.
[CUSTOMER][NEUTRAL] OK, perfect. And the group number is the group number 16291?
[AGENT][POSITIVE] Yes, that is correct. Mhm.
[CUSTOMER][POSITIVE] Thank you. Perfect. You got it right.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. And your name is [PII]?
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And your and your reference number is your name and today's date.
[AGENT][NEUTRAL] In [PII], yeah.
[CUSTOMER][POSITIVE] Yeah, well, thank you so much for everything. I was impressed. I got, I recognized the policy number and I, and I called. I was that's good. I was, uh, that's, I don't know.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] That's amazing. That's really amazing. No, you did good.
[CUSTOMER][NEUTRAL] I try, you think so?
[AGENT][POSITIVE] Yes, because, I mean, I know that you work with a lot of them because I mean, [PII] is a big hospital. So yeah, for you to know that that was us, yeah, that was amazing.
[CUSTOMER][NEUTRAL] I, I just, I, I try, you know, so I just, I try to really pay attention. I.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yeah, I see.
[CUSTOMER][NEUTRAL] You know, I really try, so.
[AGENT][POSITIVE] That's a good thing, yeah.
[AGENT][NEUTRAL] Yeah, there was some
[CUSTOMER][POSITIVE] But thank you so much for everything and maybe we'll talk soon.
[AGENT][POSITIVE] You're welcome, Miss. Uh, yes, we will. You have a good day, Miss [PII]. Thank you for calling ATL. Bye-bye.
[CUSTOMER][POSITIVE] All right take care bye bye bye.