AccountId: 011433970860
ContactId: cfde82e4-5ba3-4340-84b1-b21f6af3aa92
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 253240 ms
Total Talk Time (AGENT): 106749 ms
Total Talk Time (CUSTOMER): 145372 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/cfde82e4-5ba3-4340-84b1-b21f6af3aa92_20250327T18:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from Buss Health. We're the provider. I'm calling for the eligibility for a member, and I just have a quick question for you too. You guys have a portal, right? And it's free for anybody to use, right? It's secured [PII] public.
[AGENT][NEUTRAL] OK, I can't.
[AGENT][POSITIVE] I'm, I'm so sorry.
[CUSTOMER][NEUTRAL] Hi, can you hear me?
[AGENT][POSITIVE] Yes, yes, thank you, that's a lot better.
[CUSTOMER][NEUTRAL] Sorry, OK, hi, I'm [PII]. We're the provider. I'm calling for the eligibility for a member, but I have a question for for you. You guys have a portal too, right? It's called, it's called [PII]
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] [PII]? APL right? that was the and it's free to the public, right?
[AGENT][NEUTRAL] [PII], yes.
[AGENT][NEUTRAL] Yes, um.
[AGENT][NEUTRAL] Right, so, um, essentially I can definitely check that eligibility for you [PII] for providers you wouldn't be able to check that on our portal though that's really gonna be for, uh, claims as for uh the portal.
[CUSTOMER][NEUTRAL] Right, it's so
[CUSTOMER][NEUTRAL] Oh, OK, so the because it was secure and that's the website, right, secure. [PII]?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Correct, um, but I can definitely check that eligibility for you. um, can I get a good call back number from you first, [PII], in case we're disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, so I'm sorry, one more question, so that this portal is not for, it's not for providers?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] You can, um, again it would just be to uh for claims though not check eligibility.
[CUSTOMER][NEUTRAL] You can um again.
[CUSTOMER][NEUTRAL] Uh, I got it because you know it's so strange. Someone said, oh, I went because someone said on a, on a person's account that they went to the portal. I'm like, what? No, that's not correct, so I don't know what they're looking at. That's why I.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] I'm not sure.
[CUSTOMER][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] OK, my callback number is [PII].
[AGENT][NEUTRAL] OK, thank you, and then did you have policy number?
[CUSTOMER][NEUTRAL] 01611564
[AGENT][NEUTRAL] OK and uh what was the name and date of birth for the member please?
[CUSTOMER][POSITIVE] [PII] [PII]. 0 my goodness, how cute. 9 [PII].
[AGENT][NEUTRAL] That is oh my gosh, OK, um, so thank you for verifying that, um, so the policy is active, um, [PII]'s effective date for the policy was just his birthday, so, um, [PII] of, and this is a secondary medical policy, uh, so it is designed to help with co-pay, deductible and co-insurance after major medical pays.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. And the mother's subscriber [PII]?
[AGENT][NEUTRAL] Shaar
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, perfect. Thank you. OK, and then what is the group name gonna be?
[AGENT][NEUTRAL] Oh, give me just a moment. Let me check that.
[AGENT][NEUTRAL] The group name, of course, uh, that is City of Homestead.
[CUSTOMER][POSITIVE] Thank you [PII].
[CUSTOMER][NEUTRAL] City of Homestead, OK.
[AGENT][NEUTRAL] Yes, did you need the group number?
[CUSTOMER][POSITIVE] OK perfect and yes please.
[AGENT][NEUTRAL] Sure, that's 22392.
[CUSTOMER][POSITIVE] 22392. OK, perfect.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, so let me go ahead.
[CUSTOMER][NEUTRAL] Um, pay representative.
[CUSTOMER][NEGATIVE] Yeah, so they put someone puts other like how they verified it and they put the portal. I'm like what? that they just put American. I'm like that makes no sense. I've never, I you got a call. I know, right? OK. K K A R A, right? Kira?
[AGENT][NEUTRAL] I don't know.
[AGENT][NEUTRAL] Right, yes.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, and, and your name and today's date? Alright, let me make sure everything's safe.
[AGENT][NEUTRAL] Uh, reference number if that's what you're needing, um, it would be my last initial as well, which is A.
[CUSTOMER][POSITIVE] Thank you. Yep, I got that.
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] OK, was there anything else I can help you with?
[CUSTOMER][NEUTRAL] OK, and we have your and we have your address I mean.
[CUSTOMER][POSITIVE] I'm just trying to make sure everything else looks good. OK, I think we're all set. Thank you.
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] Of course, yeah, thanks for calling APL. Have a great rest of your day.
[CUSTOMER][NEUTRAL] Bye-bye.