AccountId: 011433970860
ContactId: 89a29985-9a7f-4eaa-ac24-db5f847d7a26
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 268899 ms
Total Talk Time (AGENT): 107178 ms
Total Talk Time (CUSTOMER): 130890 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/89a29985-9a7f-4eaa-ac24-db5f847d7a26_20250110T19:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from Baptist Health here in [PII]. I'm just calling for the eligibility for a member. Um, his data of services from last year, [PII].
[AGENT][NEUTRAL] OK. I can check for eligibility for you, Ms. [PII]. Uh, what is the patient's name?
[CUSTOMER][NEUTRAL] [PII], he's born on the [PII].
[AGENT][NEUTRAL] OK, and then what is his policy number, please?
[CUSTOMER][NEUTRAL] 01473182 ML 8.
[AGENT][NEUTRAL] OK, let me pull in his policy.
[CUSTOMER][POSITIVE] Thanks. Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, looking at [PII]'s policy, he was active, effective [PII].
[AGENT][NEUTRAL] And his policy lapsed on [PII].
[CUSTOMER][NEUTRAL] Oh OK, so that terminated?
[AGENT][NEUTRAL] Right, it, you said, uh, yes, terminated in [PII]. Let me see if he's got anything on file that's active now.
[CUSTOMER][NEUTRAL] Well, uh, would it count because his state services was [PII].
[AGENT][NEUTRAL] He does
[AGENT][NEUTRAL] Right. So that's after the year of [PII], so he was not effective during that time.
[CUSTOMER][NEUTRAL] OK, so I'll remove that. OK, so he only has his, so he only has his, uh, oh man, I didn't get the co-pay then for the other one. I didn't, uh, what, what we're not billing, so we'll just leave it as is, um, and so I, you know, I don't know, people are interesting. OK, so we're gonna just say, hold on one second before you hang up the phone.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] Let's see and how is your day going so far? Good?
[AGENT][POSITIVE] It's going good, Ms. [PII]. How how's yours going?
[CUSTOMER][NEUTRAL] It's going
[CUSTOMER][NEGATIVE] You know, people, it's really sad people don't.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Uh, you know, understand their plan. This person, he has a Medicare supplement, but he needs Medicare too. He, he does, I mean, and I'm calling to let him know we need your Medi Medicare number too, and he's like, no, uh, you know, he's only providing Medicare supplement that does not work.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh, no, yeah, I understand. I have them call all day long wanting to know the benefits on their plans and they don't, they don't even understand it when you explain it to them. It's hard, it's hard to, and then they get their policies in the mail but they of course never read them, so they.
[CUSTOMER][NEUTRAL] You know,
[CUSTOMER][NEUTRAL] Uh
[AGENT][POSITIVE] But I understand, I understand your frustration. I do. I can feel for you.
[CUSTOMER][NEUTRAL] Now
[CUSTOMER][NEUTRAL] Yeah, I, I keep calling you don't answer the phone, so we just, we put him a self pay, that's it.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I can't keep trying, you know.
[AGENT][NEUTRAL] That's all you can do.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] And when the when they when I see that large amount then I'll then I'll wake up.
[AGENT][NEUTRAL] Right, and when he gets the bill, he'll he'll probably call us and ask that ask why we didn't pay it.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] So his policy terminated you said [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, so perfect, um.
[AGENT][NEUTRAL] And then you also wonder, did he know his policy uh terminated in [PII] and gave his card anyway? That also raises the question.
[CUSTOMER][NEUTRAL] Policy term
[CUSTOMER][NEUTRAL] He, I don't know, forget it. I, I'm not even gonna, he barely spoke the language anyway, so I just.
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] Oh bless it.
[CUSTOMER][NEUTRAL] You know what I mean, so I'm not calling him back. He barely, he, my Spanish is very limited, so we're just, it's OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] All right. Well, thank you, [PII] for everything.
[AGENT][POSITIVE] You're welcome, [PII]. You have a good weekend.
[AGENT][NEUTRAL] Not too much longer. All right, bye-bye.
[CUSTOMER][POSITIVE] Yeah you too take care.
[CUSTOMER][NEUTRAL] Yeah, [PII] so bye bye.