AccountId: 011433970860
ContactId: c9a1b3fc-0369-4a30-b328-995a586aa26b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 323720 ms
Total Talk Time (AGENT): 121503 ms
Total Talk Time (CUSTOMER): 138002 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/c9a1b3fc-0369-4a30-b328-995a586aa26b_20250121T15:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. I'm calling from South Miami Hospital here in [PII]. I'm just calling for the eligibility for the number. This is for the GA medical plan.
[AGENT][NEUTRAL] OK, and I'm so sorry, did you say your name is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you and may I also have your call back number if we are disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you [PII], and what is the policy number?
[CUSTOMER][NEUTRAL] 02137617 ML 8.
[AGENT][NEUTRAL] Thank you very much, verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] OK. [PII], born on [PII].
[AGENT][POSITIVE] Thank you very much for the information and you're calling for eligibility and benefits, is that correct for both?
[CUSTOMER][NEUTRAL] Just the eligibility because the member already has their primary insurance.
[AGENT][NEUTRAL] OK, I can help you with eligibility. Now this particular policy shows that it termed as of [PII] with an effective date of [PII].
[CUSTOMER][NEUTRAL] OK, so when I'm sorry, when the term?
[AGENT][NEUTRAL] It turned as of [PII].
[CUSTOMER][NEUTRAL] Oh wow, that's crazy because they were seen on January they came on [PII]. 0, so they their insurance term before their date of service.
[AGENT][NEUTRAL] Um, I can check to see if there's an active policy. Moment please. One, but as far as the policy number you provided me, it has already termed. One moment, [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so the member does have an active policy. Let me provide you with that policy number when you're ready.
[CUSTOMER][NEUTRAL] OK. So, OK, so, OK, what is their new so what is, what is their new policy number?
[AGENT][NEUTRAL] Again
[AGENT][NEUTRAL] 2456672 ML 8.
[CUSTOMER][NEUTRAL] Oh, I'm sorry, 245672, OK.
[AGENT][NEUTRAL] No, no, that was 2456672.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, 456-722, uh-huh.
[AGENT][POSITIVE] No, no, I'm sorry.
[AGENT][NEUTRAL] It is 2456672.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and the policy shows effective as of.
[CUSTOMER][NEUTRAL] Anything else that?
[AGENT][NEUTRAL] ML 8
[CUSTOMER][NEUTRAL] OK. ML 8, OK.
[AGENT][NEUTRAL] The policy shows effective as of [PII] and it shows active.
[CUSTOMER][POSITIVE] Oh, OK. OK. So, OK, so they, they have an updated policy. OK, perfect.
[CUSTOMER][NEUTRAL] OK, thank you and then is there any is there any group name for her?
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Yes, one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Yeah, the group, you're welcome. The group name shows South Florida Center for Padontics.
[CUSTOMER][NEUTRAL] South Florida. Well, I'm sorry, what was after that?
[AGENT][NEUTRAL] Center.
[AGENT][NEUTRAL] For paradontics.
[CUSTOMER][NEUTRAL] 00, she's a, OK, she's a doctor.
[CUSTOMER][NEGATIVE] Perro P I spellerrodontist?
[AGENT][NEUTRAL] It is [PII] I.
[AGENT][NEUTRAL] O D like David, [PII] T I C S.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] I you said ISTS?
[AGENT][NEUTRAL] Now let me spell that for you. That is PE.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII] E [PII] O D.
[AGENT][NEUTRAL] O N T I C S.
[CUSTOMER][POSITIVE] ICS OK.
[CUSTOMER][POSITIVE] TICS, OK Carontic. OK. Perfect.
[CUSTOMER][NEUTRAL] And so and and then this policy started [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] That's uh I can't believe she gave her, I can't believe she gave the wrong one.
[AGENT][NEUTRAL] She probably did not know, so that's.
[CUSTOMER][NEUTRAL] OK, because it'll be.
[CUSTOMER][NEUTRAL] Yeah, because the other one termed 11 jeez, oh, so this is the most current one. OK, perfect. And your name is [PII] and then and then your name and today's date. OK, let me see, let me see if I have any other questions.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] new policy number, let me see.
[CUSTOMER][POSITIVE] OK. Um, OK, perfect. I think.
[CUSTOMER][POSITIVE] I think we should be, I think we should be all set. Thanks for everything, [PII] have a great day.
[AGENT][POSITIVE] You as well, [PII], thank you for calling AL. Take care bye.
[CUSTOMER][NEUTRAL] Bye bye.