AccountId: 011433970860
ContactId: 88d92d0d-af2c-478c-9a43-9a581048fa22
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 346779 ms
Total Talk Time (AGENT): 136257 ms
Total Talk Time (CUSTOMER): 158561 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/88d92d0d-af2c-478c-9a43-9a581048fa22_20250109T15:42_UTC.wav
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[AGENT][NEUTRAL] For calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning. I'm [PII] calling from Baptist Health here in [PII], calling for um the eligibility please for their medical plan.
[AGENT][NEUTRAL] Sure, [PII], I can assist you with that. Can I have a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] [PII]. I think um they put the group number I think they I don't think they put the correct thing. Can I give you, can I give you her name? I think they put the group number.
[AGENT][NEUTRAL] Do you have her social?
[CUSTOMER][NEUTRAL] Uh, yes.
[AGENT][NEUTRAL] What's the social [PII]?
[CUSTOMER][NEUTRAL] OK, let me see here.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] No, no, no, no, [PII].
[AGENT][NEUTRAL] And what is her name?
[CUSTOMER][NEUTRAL] [PII], born on [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Spell her first name.
[CUSTOMER][NEUTRAL] I'm sorry, say again.
[AGENT][NEUTRAL] Could you provide me with the spelling of her first name?
[CUSTOMER][NEUTRAL] Oh yeah, [PII]
[AGENT][NEUTRAL] Last name is [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] That social that you pulled up, is she the dependent or she's the policyholder?
[CUSTOMER][NEUTRAL] I have, she must be maybe she's dependent. Can I, can I go ahead and give you the group number?
[AGENT][NEUTRAL] No, I can't find a policy with a group number.
[CUSTOMER][NEUTRAL] OK, maybe this is, maybe, maybe this.
[AGENT][NEUTRAL] What city and state does she live in?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Maybe this is maybe this is her policy number 2 maybe we could try it [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Is that a pony thing?
[AGENT][NEUTRAL] It's not long enough. No, did she tell you who's the policy holder?
[CUSTOMER][NEUTRAL] I have no clue. There's no, I think she might be.
[AGENT][NEGATIVE] Because I didn't pull anything up with her social, nothing came up in the system. What is her date of birth?
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Anyway you can reach out to her and ask her to provide you it should say a policy number or a certain number or inpatient or outpatient cert number because I'm putting her in the system and there's multiple names.
[AGENT][NEUTRAL] Multiple insurance with that insured with that name.
[CUSTOMER][NEUTRAL] She
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] You found her?
[AGENT][NEUTRAL] No, that's it, that's, there's a bulk of [PII]'s in the system.
[CUSTOMER][NEUTRAL] OK, but did you find that date of birth by chance?
[AGENT][NEUTRAL] No, I have to find the name, the correct name to look up the date of birth.
[AGENT][NEUTRAL] And the one that I did click on was not that one.
[CUSTOMER][NEUTRAL] 11
[CUSTOMER][NEUTRAL] [PII]. Her social ends in [PII].
[CUSTOMER][NEUTRAL] So it's
[CUSTOMER][NEUTRAL] Uh, it's so her social is [PII].
[AGENT][NEUTRAL] What is her date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] So let me give you the correct policy number for future reference, so when you call, submit a claim, this is the policy number.
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] It's 182-9101. It's 1829101.
[CUSTOMER][POSITIVE] Thank you so much. Yeah, whoever put that, I don't know why they did that. OK, perfect, um, and she's active, right?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, our policy has been active since [PII] and it's currently active, and you're calling [PII] for inpatient or outpatient benefits.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh well we don't, we don't need that because this is her gap plan, her primary Cigna.
[AGENT][NEUTRAL] Gap insurance, yes.
[AGENT][POSITIVE] Yeah, that's correct.
[CUSTOMER][NEUTRAL] Um, so yeah, so her group name is Swire Properties, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And what was, what's the group number again? Was it 23284?
[AGENT][NEUTRAL] Give me one moment please.
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Her group number is 23824. That's 238323824.
[CUSTOMER][NEUTRAL] 23824 OK she's and she's she's the subscriber, right?
[AGENT][NEUTRAL] Yes, that is correct, but let me see what's her social.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, that's the policy number for future reference when you call to verify benefits and eligibility.
[CUSTOMER][NEUTRAL] Thank you. Is that the wrong is that the wrong social too or social correct?
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] What social did you give me cause I don't remember it.
[CUSTOMER][NEUTRAL] OK. It was um [PII].
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] OK, perfect. OK. All right, we're all set. I'm so happy you helped me out. You're the best.
[AGENT][POSITIVE] You're welcome, [PII]. Thanks for calling APL.
[CUSTOMER][NEUTRAL] And how do you spell your name? Oh yeah, one more thing, how do you spell.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], and today's date is a reference because we don't provide reference numbers.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] That's what I thought.
[CUSTOMER][POSITIVE] Right, your name in today's day, right, I remember that. All right, thank you so much for everything. Have a great day.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. You have a great one as well. Good bye.
[CUSTOMER][NEUTRAL] Bye-bye.