AccountId: 011433970860
ContactId: c8f64c82-0cef-4238-a9ca-af4847f58c60
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 238619 ms
Total Talk Time (AGENT): 98868 ms
Total Talk Time (CUSTOMER): 94816 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/c8f64c82-0cef-4238-a9ca-af4847f58c60_20250512T13:27_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for contacting. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, good morning. Was it [PII]?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] Good morning, [PII]. My name is [PII]. I'm calling from Baptist Hospital in [PII], wanting to verify if possible eligibility for two patients that have already been seen.
[AGENT][NEUTRAL] Yes, I can certainly help with eligibility. Now what is that, uh, policy number please that we're looking at today?
[CUSTOMER][NEUTRAL] OK, the first policy number is 02557882ML8.
[AGENT][NEUTRAL] Thank you. And uh the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] It is Mr. [PII] and it's [PII].
[AGENT][POSITIVE] I do appreciate that. Is there a callback number please that I can have in the event that we disconnected?
[CUSTOMER][NEUTRAL] I didn't hear you. I'm sorry.
[AGENT][POSITIVE] Oh yes, I can certainly help with the eligibility and is there a callback number that I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Yes, um, it is [PII].
[AGENT][NEUTRAL] Thank you very much, [PII]. The policy went into effect on [PII]. It is active. Is there anything else at all I can tell you about the secondary or gap insurance?
[CUSTOMER][NEUTRAL] Um, just one more thing on this one, is there a group name to the plan?
[AGENT][NEUTRAL] Uh, yes, let me just find that really quickly. Now the group, the group number is 15724, and the group name for this.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Is Caribbean.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Airlines
[CUSTOMER][NEUTRAL] OK. And that's son S UN?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] [PII] doing business as World Atlantic Airlines.
[AGENT][NEUTRAL] So it's kind of a long name. So, yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, we're Atlantics. OK. And you said effective as of [PII].
[AGENT][POSITIVE] Um, that is correct, yes.
[CUSTOMER][POSITIVE] Right, perfect, and then.
[CUSTOMER][NEUTRAL] May I check another one with you?
[AGENT][POSITIVE] Yes, absolutely. What's that policy number?
[CUSTOMER][NEUTRAL] OK, let me switch over. OK, this one is.
[CUSTOMER][NEUTRAL] 02308187 ML 8.
[AGENT][POSITIVE] I appreciate that. The patient's name and date of birth, please.
[CUSTOMER][NEUTRAL] Sure, it is [PII].
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you. Now her policy went into effect on [PII]. It is active. Would you like the uh group name for this one as well?
[CUSTOMER][NEUTRAL] Yes, I'll, I'll tell you they have here HCO Management LLC, is that correct?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It's not, I mean, it's not excuse me, I'm sorry, it's my computer but.
[AGENT][NEUTRAL] Excuse me just
[AGENT][NEUTRAL] Pets
[CUSTOMER][POSITIVE] Got you.
[AGENT][NEUTRAL] It's still on Sunday time.
[AGENT][NEUTRAL] OK, well.
[CUSTOMER][POSITIVE] Yeah, I get it. I'm still there too.
[AGENT][NEUTRAL] Uh, it's, I know, I know, Monday, um, it's HCO management, yes, you're completely right, it's HCO management that is the correct, um, uh, number for this.
[CUSTOMER][NEUTRAL] And the group number they entered was 24,120, is that correct?
[AGENT][POSITIVE] That's absolutely correct, yes.
[CUSTOMER][POSITIVE] Uh, correct. OK, good job. All righty. Thank you so much, Ms. [PII]. I appreciate your time this morning.
[AGENT][POSITIVE] OK, well thank you for contacting ATO. You have a very good morning.