AccountId: 011433970860
ContactId: edb9b179-a0e6-4093-87bb-6206e473076f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 351730 ms
Total Talk Time (AGENT): 163584 ms
Total Talk Time (CUSTOMER): 149950 ms
Interruptions: 4
Overall Sentiment: AGENT=1.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/edb9b179-a0e6-4093-87bb-6206e473076f_20250411T21:31_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Good afternoon. So, I'm calling from Baptist Hospital of Miami. I was wondering if you can assist me with the patient. I need to verify if the patient is um
[CUSTOMER][NEUTRAL] Is active with you and their coverage.
[AGENT][POSITIVE] OK, sure, I can assist you with the eligibility and benefits. And may I have your name?
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][NEUTRAL] And may I have a callback number just in case we get disconnected, Mrs here?
[CUSTOMER][NEUTRAL] Of course, it is [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] I am showing 02024615 M as in Mary, L as in Larry, number 7.
[AGENT][NEUTRAL] OK, um.
[AGENT][NEUTRAL] I don't think I got that right. Can you repeat that number? I'm sorry, Miss [PII].
[CUSTOMER][NEUTRAL] Of course, of course, I know. It's a strange number. Um, it's, I'm showing 02024615 M as in Mary, L as in Larry, number 7.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK. Um, what is the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] I'm showing [PII]. Um, would you like me to spell the last name?
[AGENT][NEUTRAL] No, it's fine. What's her date of birth?
[CUSTOMER][NEUTRAL] And the date of birth is um let's see here. [PII].
[AGENT][NEUTRAL] OK, thank you. Yeah, OK. I guess because I already had this policy pulled up and you gave it to me and I'm like,
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK. She's giving me the same number I had.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Oh no
[AGENT][NEUTRAL] Is that wrong?
[CUSTOMER][NEUTRAL] You're like I stay there.
[AGENT][POSITIVE] Oh my goodness. OK.
[CUSTOMER][NEUTRAL] It's Friday, it's Friday.
[AGENT][NEUTRAL] I know, right? OK, alright, so let me go ahead and pull the new policy, which that's what I did a minute ago.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You're like, I wish you would have called me every day.
[AGENT][NEUTRAL] No, it's just it's weird that somebody, you know, a provider calls for the same member again, so I'm like, OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Very popular member.
[AGENT][NEUTRAL] Yeah, I see, OK.
[AGENT][NEUTRAL] Alright, and so you're needing eligibility and benefits and you need the outpatient benefits.
[CUSTOMER][NEUTRAL] Uh yes, please.
[AGENT][NEUTRAL] OK, alright, yeah, and yeah, the other representative just got the eligibility, so that's probably why, OK.
[AGENT][NEUTRAL] All right, so we have a new policy for this member. Let me give it to you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, the new number is 0261.
[AGENT][NEUTRAL] 1871.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] 02611871
[AGENT][NEUTRAL] That is correct. The effective date of the policy is [PII] and it is active at the moment.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][POSITIVE] OK. And may I ask the, um, yes, I'm so sorry. Go ahead.
[AGENT][POSITIVE] Thank you, before I.
[AGENT][NEUTRAL] It's OK. No, no, no, go ahead, go ahead.
[CUSTOMER][NEUTRAL] Um, I was gonna ask you in regards to their coverage, if they have any coverage and if they have met any of it so far.
[AGENT][NEUTRAL] No, she has not used her benefits uh as of today because this is a brand new policy that started on [PII] and since I already got that one. I already checked, so yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, and this is.
[CUSTOMER][NEUTRAL] You're like, I know it by heart.
[AGENT][NEUTRAL] And this particular member has been a combined inpatient and outpatient maximum of 6000 per calendar year.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] One more thing, [PII], how do you spell your name?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] So, OK. You know what's funny? Your name is [PII]. I don't know if you know, but this, I mean, [PII] in Spanish.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yeah, mhm, mhm.
[CUSTOMER][NEUTRAL] And my last name is [PII], meaning moon.
[AGENT][NEUTRAL] OK
[CUSTOMER][POSITIVE] There you go, we finally met.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] It is funny.
[AGENT][NEUTRAL] It is fine. Anything can happen.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] I said what I said that.
[AGENT][NEUTRAL] It
[AGENT][NEUTRAL] Yeah, hopefully I don't get a sky from perhaps.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Well, you know what, since we met, we, we made some kind of, uh, what is it called, an eclipse. So you go, we're together on this one.
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] Yes, we do definitely.
[AGENT][POSITIVE] Definitely.
[CUSTOMER][NEUTRAL] Let me ask you, so, um, would you happen to have a reference number for me or can I just use your name?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Just my name and today's date. We don't have reference numbers.
[CUSTOMER][POSITIVE] Perfect. Perfect. All right. Well, I'm done and thank you so very much. I hope you have a wonderful weekend.
[AGENT][NEUTRAL] OK, is there anything else?
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] You as well. Have a good weekend and a good afternoon.
[CUSTOMER][NEUTRAL] OK. Bye-bye.
[AGENT][POSITIVE] OK, thank you. Bye-bye.
[CUSTOMER][NEUTRAL] OK.