AccountId: 011433970860
ContactId: d8a6726e-43cb-4e53-90d3-4c78cdf39610
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 444399 ms
Total Talk Time (AGENT): 132012 ms
Total Talk Time (CUSTOMER): 253155 ms
Interruptions: 3
Overall Sentiment: AGENT=1.5, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/d8a6726e-43cb-4e53-90d3-4c78cdf39610_20250425T19:17_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm [PII]. We're the provider. Can you please help me with patient, uh, eligibility and benefits?
[AGENT][POSITIVE] Sure, I'll be more than happy to help you with the eligibility and benefits, and [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Yeah, [PII]. I'm sorry, what did you ask for? I'm, I'm all not focused.
[AGENT][NEUTRAL] Oh, it's OK, the contact number and then the policy number.
[CUSTOMER][NEUTRAL] Oh, OK, I'm sorry, I'm just not focused. My mind is like, you know, you ever have one of those days where it's like somebody tells you they're gonna reach out to you and help you and it's like, but then they're working on something else. It's like, OK, when are you gonna do it? When are you gonna reach out? When are you gonna reach out? When are you gonna reach out?
[AGENT][NEUTRAL] It's OK.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] You know, you know what I mean, I just, I don't know, I know, I know what it's like people say they're gonna do and then they don't reach out. It's like, oh my, and I get I was like, OK, when are you gonna reach out and then she's like, oh yeah, I do, but then it's like something else came up. It's like, OK, but let me know though, you know.
[AGENT][NEUTRAL] Yeah, it's OK.
[AGENT][NEUTRAL] Right, just let me know.
[CUSTOMER][NEUTRAL] She's like working on working on she was she was telling me oh work on 11 more I'm gonna get 2223 and then it's like [PII]. OK, are you ready? Like, huh? No, not yet. I'm definitely it's like.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] I don't know, that's, you know, it's.
[CUSTOMER][NEUTRAL] I told myself that that that becomes a pattern I'm gonna have to say something to my supervisor because my supervisor wants they want me to learn something new, but if I can't, if this person is always busy, how am I supposed to learn?
[AGENT][NEUTRAL] That's true.
[CUSTOMER][NEUTRAL] You know,
[AGENT][NEUTRAL] Yeah, that's true.
[CUSTOMER][NEUTRAL] So I'm gonna, I'm gonna just keep noticing tabs and see.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Hopefully they'll be available soon so you can do what you need to. And then the, the contact number you said it was [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the member's policy number?
[CUSTOMER][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] OK, hold on one second.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] I don't know.
[CUSTOMER][NEUTRAL] OK, 02586603.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] OK, first name is [PII] Last name is [PII], [PII]
[CUSTOMER][NEUTRAL] Date of birth [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment, and I am showing the policy is active. It's been effective since [PII].
[AGENT][NEUTRAL] And what type of benefits did you want to go over today?
[CUSTOMER][NEUTRAL] OK, so hold on. She has, let me see my notes. Does she have outpatient urgent care coverage?
[AGENT][NEUTRAL] Yes, um, hold on one moment. I'm waiting for her benefits to come up now.
[AGENT][NEUTRAL] And you said urgent care?
[CUSTOMER][NEUTRAL] And hold on, I have to look at my notes for a second too and go ahead.
[AGENT][NEUTRAL] So the
[AGENT][NEUTRAL] Oh, you're fine.
[AGENT][NEUTRAL] The um outpatient.
[CUSTOMER][NEUTRAL] I'm looking at my notes or something.
[CUSTOMER][NEUTRAL] Uh-huh, I'm listening.
[AGENT][NEUTRAL] OK, no, it's OK. The outpatient max is $500 per occurrence, and that does include the urgent care facility.
[AGENT][NEUTRAL] With a max of 3 urgent care visits per calendar year per person.
[CUSTOMER][POSITIVE] OK, so they do they do have that. OK, perfect.
[CUSTOMER][NEUTRAL] OK let me fix it, hold on.
[CUSTOMER][NEUTRAL] Hold on 1 2nd.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] OK, I'm just checking and she's the subscriber?
[AGENT][NEUTRAL] Yes, she's a subscriber.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So let me put
[CUSTOMER][NEUTRAL] Hold on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] American Pub Life because they put it wrong.
[CUSTOMER][NEUTRAL] American
[CUSTOMER][NEUTRAL] OK, policy number is.
[AGENT][NEUTRAL] 2586603.
[CUSTOMER][NEUTRAL] Yeah, 0 is 0202586603. What is the group name or and group number?
[AGENT][NEUTRAL] 17371.
[AGENT][NEUTRAL] Is the group number?
[CUSTOMER][NEUTRAL] OK. I'm sorry, I'm not focused. 117371?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] And the group name?
[AGENT][NEUTRAL] It's First Baptist.
[AGENT][NEUTRAL] Weston
[AGENT][NEUTRAL] Christian Academy.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Western Christian.
[CUSTOMER][NEUTRAL] Academy.
[CUSTOMER][NEUTRAL] A C A D E M Y.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Right?
[AGENT][POSITIVE] Uh, that's correct.
[CUSTOMER][NEUTRAL] Is it D E M Y? No, A C A D M Y, right?
[AGENT][POSITIVE] Yes, you're correct.
[AGENT][POSITIVE] No, A C A D E M Y, you were correct.
[CUSTOMER][NEUTRAL] I can't, I.
[CUSTOMER][NEUTRAL] OK, I'm not focused.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Peer representative, OK, and then [PII] and [PII]'s the is it [PII]?
[AGENT][NEUTRAL] Yes, that's correct. And the first initial to my last name is [PII].
[CUSTOMER][NEUTRAL] OK, and then [PII] and then A, any fun plans this weekend?
[AGENT][NEUTRAL] No, I want to sleep.
[CUSTOMER][NEUTRAL] Oh really?
[AGENT][NEUTRAL] Yes, I'm gonna be sleeping and watching movies with my daughter. No, not this weekend.
[CUSTOMER][NEGATIVE] No fun no fun plans?
[CUSTOMER][NEUTRAL] Uh, no. Next time, uh.
[AGENT][NEUTRAL] Do you have any?
[CUSTOMER][POSITIVE] Yeah, I'm gonna go out to dinner with some family tonight, so it's like telling me you gotta be you gotta be ready at this time like, OK, let me after work gotta put the makeup on, gotta do I gotta do the whole glow up.
[CUSTOMER][POSITIVE] Got the whole glow of the hair, the makeup.
[AGENT][POSITIVE] I hope you all have a good time.
[CUSTOMER][POSITIVE] I'm like, what time am I gonna be ready? I'm like, Oh, so I've done at [PII]. They're like, be ready by [PII]. I'm like, oh, OK, perfect. I have 2 hours to curl the hair. Do they do my makeups. I'm like, OK, perfect. I's like, have your hair washed. I'm like no hair wash, just kind of dry shampoo, curl a little curl on my hair because it's like, no, you can't pick me up at [PII], [PII] is not enough time to wash the hair. I no do do nope.
[AGENT][POSITIVE] Yes, you are gonna have a bless.
[AGENT][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Nope, nope, she's like laughing, it's true.
[AGENT][POSITIVE] Well, I hope you all have a good time.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] Alright, alright, thanks [PII] for everything. Have a great day.
[AGENT][NEUTRAL] You're welcome. Was there anything else I can assist you with today, [PII]?
[CUSTOMER][POSITIVE] No, thank you and have a nice weekend.
[AGENT][POSITIVE] Alright, well thanks. You also, thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.