AccountId: 011433970860
ContactId: ae06c119-54e6-4321-9f7a-469b4e7472ad
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 231539 ms
Total Talk Time (AGENT): 71361 ms
Total Talk Time (CUSTOMER): 103114 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/ae06c119-54e6-4321-9f7a-469b4e7472ad_20250206T20:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII]. I'm calling from Baptist Health here in [PII]. I'm calling just for the eligibility please for the member Tarika.
[AGENT][NEUTRAL] OK, [PII], may I please have a callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And may I please have the policy number?
[CUSTOMER][NEUTRAL] 02519166
[CUSTOMER][NEUTRAL] And his, his, his data of service was 1226-2024.
[AGENT][NEUTRAL] OK, so are you needing just eligibility to see if he's eligible at the time of service?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Right, right, because his, his, his, he's he's, he has primary insurance, so yeah, we just need eligibility.
[CUSTOMER][NEUTRAL] Please.
[AGENT][NEUTRAL] And may I have the date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And could you repeat the member's first and last name?
[CUSTOMER][NEUTRAL] OK. [PII].
[AGENT][POSITIVE] And thank you so much [PII], for verifying the policy. It does show that the policy was currently active. Effective date is [PII].
[CUSTOMER][NEUTRAL] OK, 81. OK, so he's, he was, he was, he's active, oh, sorry, OK, so he's still active.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] any group name?
[AGENT][NEUTRAL] Let me check that for you.
[AGENT][NEUTRAL] For the group name and group number, the number is 26612.
[AGENT][NEUTRAL] With the group name
[CUSTOMER][POSITIVE] Oh thank you. Any group name? Yes.
[AGENT][NEUTRAL] With the group name is showing Badia Spices LLC.
[CUSTOMER][NEUTRAL] Dadia, B A D D I A.
[AGENT][NEUTRAL] B as in boy, A as in Alpha, D as in Delta, I A.
[CUSTOMER][NEUTRAL] Oh, that spices.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] What that what what was that what was after that?
[AGENT][NEUTRAL] LLC
[CUSTOMER][NEUTRAL] OK, thank you. OK, let me see what else we need.
[CUSTOMER][NEUTRAL] Um, OK, I'll get back to that person. Hold on, and, and he's subscriber, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. I have your phone number. I, I memorized you guys' phone number by heart.
[AGENT][POSITIVE] Oh, that's good.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK perfect so let's just re re verify.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and then perfect and then how do you spell your name? I wanna make sure I spell it correctly.
[AGENT][NEUTRAL] It is spelled [PII]
[AGENT][NEUTRAL] [PII] KIA last [PII] of [PII] and today's date will be the reference number.
[CUSTOMER][POSITIVE] OK perfect alright I can't believe it's already.
[CUSTOMER][NEUTRAL] Uh, February.
[AGENT][NEUTRAL] Yes. Seem like you're trying to just speed on by.
[CUSTOMER][NEUTRAL] Te me slow down, please. Life is too crazy.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Alright, but thank you, [PII]. Thank you so much for the help. I appreciate you.
[AGENT][POSITIVE] You're so welcome and thank you [PII] for calling American Public Life. You have a great rest of your day.
[CUSTOMER][POSITIVE] All right thanks bye.
[AGENT][NEUTRAL] Bye