AccountId: 011433970860
ContactId: ea8cfb85-49e3-4d0a-9909-ccb7d4a72718
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 388260 ms
Total Talk Time (AGENT): 110197 ms
Total Talk Time (CUSTOMER): 177860 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/ea8cfb85-49e3-4d0a-9909-ccb7d4a72718_20250214T15:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, it's [PII].
[AGENT][NEUTRAL] [PII], how are you doing?
[CUSTOMER][POSITIVE] Good how are you?
[AGENT][POSITIVE] I'm doing good.
[CUSTOMER][NEUTRAL] I told you we talk again.
[AGENT][POSITIVE] We, we sure are. Happy [PII].
[CUSTOMER][POSITIVE] Oh thank you same to you are you doing anything fun today?
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] No, my son's gonna cook dinner tonight.
[AGENT][NEUTRAL] And that's gonna be about it.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] Oh nice.
[AGENT][POSITIVE] I have to work, so, yeah, it's always nice when your kids cook for you.
[CUSTOMER][NEGATIVE] Mhm I don't live at home anymore, so no no cooking for nobody.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yes, well, um, how can I help you today?
[CUSTOMER][NEUTRAL] So I'm calling for the uh the eligibility for a member.
[AGENT][NEUTRAL] OK, and what Ms. [PII] give me your callback number please.
[CUSTOMER][NEUTRAL] [PII]. And you know I have a feeling the next patient, I feel like it's gonna be American Pub Life too so after this one, [PII], do you mind staying on the phone for a second so I can just double check that the next one's not American Pub Life?
[AGENT][POSITIVE] No, I don't mind at all.
[CUSTOMER][NEUTRAL] I have a feeling
[AGENT][NEUTRAL] OK. All right. And what's this patient's name?
[CUSTOMER][NEUTRAL] [PII] is his first name, his last name is [PII]
[AGENT][NEUTRAL] OK, and then what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and what is his, um, policy number?
[CUSTOMER][NEUTRAL] 02518922
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy and his effective date is [PII] and you're with Baptist Outpatient Services?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yes, South Miami Hospital.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's [PII] where it's very, very hot. It's very hot here today in [PII]. 83 degrees, oh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, it's
[AGENT][NEUTRAL] Oh my gosh, we're supposed to be in the [PII] tomorrow and bad weather, so.
[CUSTOMER][NEUTRAL] Oh, are you in [PII] too, or in [PII]?
[AGENT][NEUTRAL] Yeah. No, I'm, I'm in [PII].
[CUSTOMER][POSITIVE] Oh nice OK.
[AGENT][NEUTRAL] Yeah, and then it's supposed to like even snow next week. That's crazy.
[CUSTOMER][NEGATIVE] Oh no thank you.
[CUSTOMER][NEUTRAL] Um, his, his group name is Badia Spices LLC, right?
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Baa spices, yes.
[CUSTOMER][NEUTRAL] OK. His group number is 26612.
[AGENT][NEUTRAL] Let me check that out real quick.
[CUSTOMER][NEUTRAL] So the card says, but I just wanna make sure.
[AGENT][NEUTRAL] OK, let me look.
[AGENT][NEUTRAL] Yes, 26612.
[CUSTOMER][NEUTRAL] OK perfect and then he's the subscriber.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, perfect. OK, so let me, before we continue, um, I'm gonna, I have to add a note on his account and then I'll check the next account. I have a feeling. I have a, I have a feeling. I could be wrong, but I have a feeling and it's T O R T O R Y, right? I got it right this time.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, go ahead. That's all right. Go ahead.
[AGENT][NEUTRAL] Yes, yes.
[CUSTOMER][POSITIVE] OK, so perfect.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, so let me see.
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] Verified.
[AGENT][NEUTRAL] Do you get to work from home?
[CUSTOMER][NEUTRAL] Yes, I do. I'm, I just, I'm in pajama bottoms and a t-shirt. Forget it.
[AGENT][NEUTRAL] Me too. I'm in pajama bottoms and a sweatshirt cause it's a little chilly outside.
[CUSTOMER][NEUTRAL] I just didn't feel like getting dressed for the day. It was early. I'm lucky enough I did my hair.
[AGENT][POSITIVE] But I love it.
[AGENT][NEGATIVE] I throw mine up.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I know, but today I needed to wash my hair, so I was like let me wash it um updated clean address.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Or
[CUSTOMER][NEUTRAL] United for HCX response.
[CUSTOMER][NEUTRAL] And spoke with [PII] named [PII].
[CUSTOMER][NEUTRAL] And verified [PII].
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, let me go to the next one.
[CUSTOMER][POSITIVE] Perfect, OK.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Alright, let me just double check.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] It's loading, everything's loading.
[AGENT][POSITIVE] That's OK. Take your time.
[CUSTOMER][NEUTRAL] Thank you. OK, let me search the next one.
[CUSTOMER][NEUTRAL] And uh, what was her last name? I already forget.
[CUSTOMER][NEUTRAL] And uh.
[CUSTOMER][NEUTRAL] [PII], OK, and [PII].
[CUSTOMER][NEUTRAL] Let me search by her last name.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's see PAL and then.
[CUSTOMER][NEUTRAL] Oh, no, she has not had, OK, I thought maybe. OK. Thank you though.
[AGENT][POSITIVE] That's all right. You're welcome. You have a good rest of your day, [PII].
[CUSTOMER][POSITIVE] Alright, you too, thanks. Bye bye, [PII].
[AGENT][POSITIVE] You're welcome. Bye-bye. Thanks for calling [PII].