AccountId: 011433970860
ContactId: f68a7e35-7e22-4c41-9aec-6092ca73c238
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 344510 ms
Total Talk Time (AGENT): 159418 ms
Total Talk Time (CUSTOMER): 194674 ms
Interruptions: 6
Overall Sentiment: AGENT=1.3, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/f68a7e35-7e22-4c41-9aec-6092ca73c238_20250307T19:58_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] Hi, good afternoon. My name is [PII]. We're the provider. I'm just calling for the eligibility please for a member, so.
[AGENT][NEUTRAL] OK. Sure. I can assist you with the eligibility, Ms [PII]. May I have a callback number just in case we get disconnected and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um, OK, my callback number is [PII], and uh we're calling from South Miami Hospital here in [PII].
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 02336102 ML 7.
[AGENT][NEUTRAL] All right. What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Oh my God, her name, the name is like so long.
[CUSTOMER][NEUTRAL] [PII] I don't know, [PII], I don't know.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] 655. I'm not saying it 65 [PII], it's very long.
[AGENT][NEUTRAL] It's
[AGENT][POSITIVE] Thank you. It's fine. It's fine. I got you. You try, it's fine.
[AGENT][NEUTRAL] All right. And you just need eligibility today. Um, we have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plans to the major medical.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, so hold on, I think I did something. OK, so perfect, hold on, and she's the subscriber?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, she is, this is strange.
[CUSTOMER][NEUTRAL] OK perfect we have your address [PII].
[CUSTOMER][NEUTRAL] OK, any group, oh yep, 73124-8950. Let me see, is the group name gonna be?
[AGENT][NEUTRAL] Oklahoma.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] MDM MDM Hotel Group.
[AGENT][NEUTRAL] Let me check.
[AGENT][POSITIVE] MDM hotel group, yes, that is correct.
[CUSTOMER][POSITIVE] OK MD MDM OK. [PII] and [PII]. OK, perfect.
[AGENT][NEUTRAL] Yes, mhm.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Alright, and her group number is 25921, so?
[AGENT][POSITIVE] That is correct, yes.
[CUSTOMER][POSITIVE] Uh, uh, quick and easy. That's how I like it. OK, perfect. And then so SOL, right?
[AGENT][NEUTRAL] Mhm. Yes, last initial [PII].
[CUSTOMER][NEUTRAL] And they were
[CUSTOMER][NEUTRAL] Thank you, so you have a reference number?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's name.
[CUSTOMER][NEUTRAL] Oh, I knew that I knew that. I just, it's afternoon brain.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It's fine
[AGENT][NEUTRAL] I have one this morning like that. Don't worry, don't worry. I had to go to the office and I end up in the wrong office, so it's a.
[CUSTOMER][POSITIVE] She's laughing.
[CUSTOMER][POSITIVE] Oh thank you.
[CUSTOMER][NEUTRAL] Oh, did you really?
[AGENT][NEUTRAL] Yes,
[CUSTOMER][NEUTRAL] Oh no, where's your office? Where's the, where, where, where is your guys' office located?
[AGENT][NEUTRAL] Yes, so is it.
[AGENT][NEUTRAL] Um, they changed from [PII] to [PII], so, um, yeah.
[CUSTOMER][NEUTRAL] Are you, are you in [PII] you're you're in [PII] too?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] No, in [PII]. We're in [PII].
[CUSTOMER][NEUTRAL] 00 my goodness, how is it over there? I've never been there.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, it's quiet. It's really quiet. It's, um.
[CUSTOMER][NEUTRAL] Is it fast fast pace?
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Uh, kind of, yeah
[CUSTOMER][POSITIVE] Yeah, uh, very nice. I've never been there. I just let me go sometime.
[AGENT][NEUTRAL] Yeah. Mm.
[AGENT][POSITIVE] Uh, you're not missing anything if you're in [PII]. Don't worry.
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] No, I traveled to [PII] all the time. I probably go like 4 times a year. I, I love [PII].
[CUSTOMER][NEUTRAL] Really?
[AGENT][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] You go to [PII]?
[AGENT][NEUTRAL] Yes, I go to [PII] and [PII]. Mhm.
[CUSTOMER][POSITIVE] Wow, which one do you like better?
[AGENT][POSITIVE] Uh, oh, it's hard to tell, uh, because like [PII], I love the beaches and everything like it's cool, um, but [PII] I like how it is, so I don't know for beach like we're both the same, like I love them.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] Well it's funny, you know, we tell people you're from [PII] and they're like, wow, [PII], you know they hear that we're in [PII] they think, oh my goodness, it's.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] It's, it's, yeah, I don't know, and it's like people don't, people just, oh, even when, even when I travel, where are you from? I'm like [PII] OK uh [PII], [PII], wow.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yeah
[AGENT][NEGATIVE] Yeah, I live there. I mean, I don't miss living there. I don't because the traffic is terrible, terrible, horrible.
[CUSTOMER][NEGATIVE] Oh no, oh my god, traffic is terrible here, yes.
[AGENT][POSITIVE] Yes, um, but going to visit, I love it.
[CUSTOMER][NEUTRAL] I just
[CUSTOMER][NEUTRAL] Oh, I don't even if I go out in the evening it's like for like close by because traffic is crazy. I can't uh uh.
[AGENT][NEUTRAL] It is. I know it was like to go to one place, it's like what, 15 miles and you get there like in an hour and you're like, what was that?
[CUSTOMER][NEGATIVE] Mhm. I don't even like going to [PII]. I, I don't live in [PII], but I don't like, I don't like going there. It's just like, yeah, I have someone take me and when I go to [PII], I'm a tourist.
[AGENT][POSITIVE] Uh, yes, that's the best way to go.
[CUSTOMER][NEUTRAL] As a tourist, because that's outside of my, that's outside of my 5 mile radius, [PII].
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] Yes, but yeah, I love [PII] to visit. Yes, to visit is wonderful.
[CUSTOMER][POSITIVE] Uh thank you. It was very nice speaking with you and I hope you have a nice weekend.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] You too, Ms. [PII]. Have a good weekend and thank you for calling API. Bye-bye.
[CUSTOMER][POSITIVE] Thank you. Bye-bye, soul.