AccountId: 011433970860
ContactId: 82eb027d-b7df-44fd-aa96-a899177332e8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 826559 ms
Total Talk Time (AGENT): 277993 ms
Total Talk Time (CUSTOMER): 467772 ms
Interruptions: 3
Overall Sentiment: AGENT=0.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/82eb027d-b7df-44fd-aa96-a899177332e8_20250227T19:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], good afternoon. My name is [PII]. I'm calling from Baptist Health. We're the provider. Um, can you help me with eligibility for 2 members, please?
[AGENT][NEUTRAL] Sure, I could check eligibility for you. Uh, [PII], can I get a good call back number from me first in case we're disconnected?
[CUSTOMER][NEUTRAL] For 2 minutes
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK. And you said that uh for two different policies?
[CUSTOMER][NEUTRAL] Yes, yeah, uh-huh, please.
[AGENT][NEUTRAL] OK, sure. Uh, go ahead when you're ready, you can give me that first policy number.
[CUSTOMER][NEUTRAL] OK, let me pull up their name. How are you doing today?
[AGENT][NEUTRAL] I'm doing alright. How about you?
[CUSTOMER][NEUTRAL] I'm doing OK, uh, you know, one of those days.
[AGENT][NEUTRAL] Almost done with the week. We're almost there.
[CUSTOMER][NEUTRAL] Yes, you know, one of those days where it's like, uh, uh, you know, people don't tell you when they're when they're coming, you know you have work done in your house.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] 00, no, that's different. Oh gosh.
[CUSTOMER][NEUTRAL] Mhm and you know and then it's like I have a meeting. I have to have a meeting. It's like telling somebody, you know what I mean because it's like they don't, uh, and I feel like I feel like.
[AGENT][NEGATIVE] Oh no.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] I know what you mean.
[CUSTOMER][NEUTRAL] And I feel so bad. It's like I told my I told my supervisor I gotta go, but the manager wasn't even in the meeting so I messaged, I messaged the manager. I want even though she was in the meeting and she was gonna join later, I'm, I'm conscientious always. I'm conscientious always know and I I let her know, hey, sorry for stepping away. I had a, you know, someone at my apartment, but I'm meeting with someone to review later.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Oh my gosh. Of course, yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Oh my goodness.
[CUSTOMER][NEGATIVE] I just try I think I, I wanted her to know, you know, I can, I'm one of those nervous, nerve even though she wasn't there, I get nervous now like because.
[AGENT][NEUTRAL] Absolutely, yeah, cover yourself. It's not your fault.
[AGENT][NEUTRAL] I understand. Well, I'm, I'm, uh, I have an apartment too, and I work from home and so I'm used to them like just randomly, uh, especially if you like spray for bugs and stuff like that, they'll just be pounding on the door and I'm like I can't get to the door right now like.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] And I'm like I I'm like I told ADT to call me before you get here please.
[AGENT][POSITIVE] Oh my gosh.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh, I know that struggle.
[CUSTOMER][NEGATIVE] I and and then I get out of the meeting. I can't be in the meeting, you know, it's just I feel embarrassed because I'm like I, I joke with the team, adult things, adult thing it's so hard.
[AGENT][NEUTRAL] Mm, yeah.
[AGENT][NEUTRAL] There's only so much control you have over things though.
[CUSTOMER][NEUTRAL] I told them right to go.
[CUSTOMER][NEUTRAL] I told him I got a joke with the team like adult team so hard.
[CUSTOMER][NEUTRAL] Literally.
[AGENT][NEUTRAL] I know the feeling.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Um, let's see, OK, let's see. OK, so let me see the first one, actually, OK, so let's see the first one. OK, let me do it. Let's get the first one ready. Hold on, um, hold on. Oh, actually, hold on.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Maybe let's do the second one first. OK, perfect. So let me 0022.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] OK, perfect. 02216497 [PII].
[AGENT][NEUTRAL] OK and then uh what was the name and date of birth for the member?
[CUSTOMER][NEUTRAL] Member's name is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, perfect. So this policy is active, uh, effective date was [PII], and this is a secondary medical policy, so it is designed to help with uh co-pay, deductible coinsurance after major medical pays.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK perfect let me go ahead and hold on one second. I have to update their address, the address for their primary so at least you know what I mean. It's like, oh yeah yeah yeah.
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] Absolutely, absolutely.
[CUSTOMER][NEGATIVE] I feel like, you know, I hate doing leaving the meetings but I just felt like.
[CUSTOMER][NEUTRAL] Uh, OK.
[AGENT][NEUTRAL] I get it, yeah.
[AGENT][NEUTRAL] And it's just me and I have a, I have a little dog and I have my my son and so when somebody's knocking on the door, that's already loud, but then there's barking and mom, someone's knocking. I'm like, oh my gosh.
[CUSTOMER][NEUTRAL] Uh, and I thought.
[CUSTOMER][NEUTRAL] I know I'm by myself by myself too, you know, so it's like.
[AGENT][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] You know it's just.
[CUSTOMER][NEGATIVE] And then it's like uh and I and I get overwhelmed easily when someone's going on.
[AGENT][NEUTRAL] I understand.
[CUSTOMER][NEUTRAL] You know, and I get no notice or nothing and I knew they're coming today but.
[CUSTOMER][NEUTRAL] You know,
[AGENT][NEUTRAL] Right, yes, no I know what you mean.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] And then, yeah.
[CUSTOMER][NEUTRAL] Yeah, I, I am one of those. I get nervous very easily when I'm by myself or self confidence.
[AGENT][POSITIVE] Uh, understandable, understandable, yes.
[CUSTOMER][NEUTRAL] OK, perfect. So, OK, I'm just checking one more thing I I had to update something on my end. OK, OK, perfect. So they are currently active, [PII]?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yeah, yes, um, effective date was [PII], yes.
[CUSTOMER][NEUTRAL] OK, perfect. Alright, and then the mothers is a scri for [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, your name is [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] So I tell my my manager, oh, and then she called well I'm like, oh I was like, OK, hope to talk to you soon because I really like her, so it's like, oh man, you know, it's like every she has to get to talk to her, I get excited.
[AGENT][POSITIVE] Oh goodness.
[AGENT][POSITIVE] That's good. Well, and I'm sure they'll understanding, you know, stuff happens.
[CUSTOMER][NEUTRAL] I know, but I was, I, I told my supervisor, but it's always like, you know, telling the man I don't know people no one works your friend.
[AGENT][NEUTRAL] OK, I get it.
[AGENT][NEUTRAL] No, I understand.
[CUSTOMER][POSITIVE] So it's just good.
[CUSTOMER][NEUTRAL] Even though people say they are, they're not, so let me see they're.
[CUSTOMER][NEGATIVE] I know it is. I've been burned so many times. A United.
[AGENT][NEUTRAL] I understand.
[CUSTOMER][NEUTRAL] Through hold on I'll make a note um updated claims address.
[AGENT][NEUTRAL] You're fine.
[CUSTOMER][NEUTRAL] For HTX responses and spoke.
[CUSTOMER][NEUTRAL] The rap name [PII].
[CUSTOMER][NEUTRAL] And verified.
[CUSTOMER][POSITIVE] [PII] OK perfect let me just double check I got everything.
[CUSTOMER][POSITIVE] Alright, perfect.
[CUSTOMER][NEUTRAL] Alright, let me save this one let me go to the next one.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] Thank you I appreciate you.
[AGENT][NEUTRAL] Of course.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, the next one, let me go to her name. The system is loading. OK, perfect. The next one is.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEGATIVE] Oh no, they're not.
[CUSTOMER][NEUTRAL] Did somebody already do her?
[CUSTOMER][NEUTRAL] Hm, let me let me see.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Oh OK, they spelled her name wrong. OK, that's what it is. OK.
[CUSTOMER][POSITIVE] OK, let's see here. OK, I'm sorry, I'm ready for the next one.
[AGENT][POSITIVE] That's OK, yeah, ready when you are.
[CUSTOMER][POSITIVE] Thanks [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, OK, it's, let's see, 02463538 ML 8.
[AGENT][NEUTRAL] OK, and then the uh name and date of birth for the member?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Got it. OK, so this policy terminated [PII]. Uh, if you'll give me one moment, I'll see if they have one that's active, might be a different policy number.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, they do, they do have one that is currently active. Uh, let me know when you're ready and I'll give you this policy number.
[CUSTOMER][POSITIVE] Sounds good.
[CUSTOMER][NEUTRAL] OK, yep, go ahead.
[AGENT][NEUTRAL] OK it's uh 0258.
[AGENT][NEUTRAL] 3680.
[AGENT][NEUTRAL] And this one's effective date was [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I forgot to ask for the other one any oh I forgot what I forgot to ask group name or group number for this one.
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] Oh, sure. Let me just a moment. This one, group number is 23078.
[CUSTOMER][NEUTRAL] OK, and the group name?
[AGENT][NEUTRAL] Uh steiner, that's S T E I N E R dash Atlantic LLC.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Atlantic
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Do you mind if we go back to the other one so I can add the group name? I'm sorry. I was like, oh what an idiot. I can't believe I did that.
[AGENT][NEUTRAL] No, that's fine.
[AGENT][NEUTRAL] Let's see. No, that's OK.
[AGENT][NEUTRAL] That's OK. Um, don't beat yourself up, not a big deal. Uh, let's see, let me try to get the policy number back again.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I always do.
[AGENT][NEUTRAL] No, don't. It's all right.
[CUSTOMER][NEUTRAL] I heard it myself. OK, so you said 025802583680, right? That's the new one?
[AGENT][NEUTRAL] Well, don't they?
[AGENT][NEUTRAL] Correct. All right, bear with me just a minute.
[CUSTOMER][NEUTRAL] And Steiner Atlantic LLC new policy number, OK. And is she the subscriber?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No, uh, [PII] is the, yes, that is the subscriber. OK, let me get back to this other one.
[CUSTOMER][NEUTRAL] Or her husband.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, so
[AGENT][NEUTRAL] Uh-huh, go ahead.
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] Um, OK, so, OK, sorry, I'm just updating.
[CUSTOMER][POSITIVE] OK, perfect. He's the subscriber. OK, perfect. Let me go ahead.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And check something here.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][POSITIVE] That's wrong. OK, perfect.
[CUSTOMER][NEUTRAL] Steiner, it's not Steiner Atlantic Corp, it's just Steiner Atlantic LLC I guess same thing.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] So we have LLC.
[CUSTOMER][NEUTRAL] Which one LLC or?
[AGENT][NEUTRAL] We have it with LLC.
[CUSTOMER][POSITIVE] OK, perfect, and 23078, right?
[AGENT][NEUTRAL] Right.
[CUSTOMER][POSITIVE] OK, perfect. OK, so let me make a note.
[AGENT][NEUTRAL] And I have that group information for that uh first policy when you're ready.
[CUSTOMER][POSITIVE] Yeah, you're quick. OK, give me one second.
[AGENT][NEUTRAL] Uh huh, yeah.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, so Verifying United.
[CUSTOMER][NEUTRAL] Through
[CUSTOMER][NEUTRAL] HDX um and then.
[CUSTOMER][NEUTRAL] Verify.
[CUSTOMER][NEUTRAL] APL with that name [PII] updated.
[CUSTOMER][NEUTRAL] Uh, updated new updated new policy number.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Member for rep, yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] Now let me submit this one and I'll go back to that one.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] OK, did you go through? Oh no, these things take forever to submit and load, submit and load.
[AGENT][NEGATIVE] I hate that when you wanna go so much faster and your computer is just nah.
[CUSTOMER][NEUTRAL] I know, mhm.
[CUSTOMER][NEUTRAL] Yeah, OK, so let's see here.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So let's see, OK.
[CUSTOMER][NEUTRAL] I, I don't think I have
[CUSTOMER][NEUTRAL] OK [PII] what was the.
[CUSTOMER][NEUTRAL] What was the
[CUSTOMER][NEUTRAL] What was the group name for the other one?
[AGENT][NEUTRAL] Uh, uh, for the second one?
[CUSTOMER][NEUTRAL] For the first one, [PII].
[AGENT][NEUTRAL] Oh, OK, yes. Um, so it's, I'm gonna spell it for you because I'm not quite sure how to say it. So it's um B E L E N.
[AGENT][NEUTRAL] Space
[CUSTOMER][NEUTRAL] And then
[AGENT][NEUTRAL] Been and then there's a space J E S U I T.
[CUSTOMER][NEUTRAL] J E S U I T, OK.
[AGENT][NEUTRAL] Yes, and then a space preparatory School Inc.
[CUSTOMER][NEUTRAL] Prep
[AGENT][NEUTRAL] Preparatory
[CUSTOMER][NEUTRAL] A T O R Y.
[CUSTOMER][NEUTRAL] P R E T.
[AGENT][NEUTRAL] P R E P A R A T O R Y.
[CUSTOMER][NEUTRAL] P R E P A R A T R Y.
[AGENT][NEUTRAL] TOY yes.
[CUSTOMER][NEUTRAL] OK, OK. P E R P A. OK, P R E P A R A T O R Y, right?
[AGENT][NEUTRAL] And then us
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, group number?
[AGENT][NEUTRAL] Um, it is 25578.
[CUSTOMER][POSITIVE] OK perfect let me just save everything.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] Alright, perfect.
[CUSTOMER][NEUTRAL] Alright, I think, I think we should be all set now and then until we call back again.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] No worries, take a breath. It's all right. I hope your day gets better, [PII].
[CUSTOMER][POSITIVE] Thanks, [PII].
[CUSTOMER][POSITIVE] Thanks, [PII]. Bye bye. Have a nice day.
[AGENT][POSITIVE] You are very welcome thank you bye bye.
[CUSTOMER][NEUTRAL] Bye bye.