AccountId: 011433970860
ContactId: 7f571a7b-cb98-4d11-bd75-988d68a18801
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 211460 ms
Total Talk Time (AGENT): 75630 ms
Total Talk Time (CUSTOMER): 114045 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/7f571a7b-cb98-4d11-bd75-988d68a18801_20250108T20:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. Good afternoon. I'm [PII] calling from Baptist Health, calling for the eligibility please for a member.
[AGENT][NEUTRAL] I can verify eligibility. May I have a policy number?
[CUSTOMER][NEUTRAL] 02465115 MLA
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII], born on [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Let me get this pulled up, one moment.
[AGENT][NEUTRAL] Policy number is 02502535. This plan is effective [PII] and it is active.
[CUSTOMER][NEUTRAL] OK, question for you. I'm sorry, did you give a different policy number?
[AGENT][NEUTRAL] Yes, ma'am. This is the active policy number.
[CUSTOMER][NEUTRAL] Oh, they gave the Terminated one.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Oh I, I hope the member knows what they have. Oh, maybe I should let them know what's the correct one.
[AGENT][NEUTRAL] Yes, ma'am. Even if a claim is submitted, they'll put it under the correct policy.
[CUSTOMER][NEUTRAL] Uh, what is their, what is the, what's the correct policy number?
[AGENT][NEUTRAL] 02502535.
[CUSTOMER][NEUTRAL] OK, 020502535?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, uh, I should maybe let the member know that way they know, you know?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, perfect. And then [PII] is the group name [PII] is the group name, right?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] Group number 15493 and [PII] is the subscriber?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Perfect. OK, [PII]. OK, I'll have to let them know because you know they didn't even scan in a card or nothing, so I have no way of knowing, you know.
[AGENT][NEUTRAL] OK. Yes, ma'am.
[CUSTOMER][NEUTRAL] Do you think you think it'd be good to let them know, right?
[AGENT][POSITIVE] Yes, you can.
[CUSTOMER][NEUTRAL] Just
[CUSTOMER][NEUTRAL] I think I should because people don't know what's going on.
[AGENT][NEUTRAL] Yes, ma'am, and tell them they can go on the website and download an ID card as well.
[CUSTOMER][NEUTRAL] OK, the [PII]?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, I'll let them know that or if they can always call you guys too.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, and you and it's your name?
[AGENT][NEUTRAL] [PII] Yes, ma'am.
[CUSTOMER][NEUTRAL] And then today's day.
[CUSTOMER][POSITIVE] [PII] and today's date. I always tell people, I love how fast I always answer the phone. You know, today there's the, the phone lines have been for other people hour, 45 minutes. I can't wait that long on the phone.
[AGENT][POSITIVE] Exactly, we try to get them in and out.
[CUSTOMER][POSITIVE] Oh, you guys do a great job.
[AGENT][POSITIVE] Thank you. I appreciate it. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] So just yeah just confirm it's 01 more time because I'm gonna call him now [PII].
[AGENT][POSITIVE] Yes, ma'am. That's correct.
[CUSTOMER][POSITIVE] All right. Thanks, [PII].
[AGENT][POSITIVE] [PII], you're so welcome and thank you for calling American Public Life. Have a great rest of your day. Bye-bye.
[CUSTOMER][POSITIVE] All right thank you bye bye.