AccountId: 011433970860
ContactId: f8ab5475-ce99-46eb-ad48-4d23eabc7bbb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1390079 ms
Total Talk Time (AGENT): 452202 ms
Total Talk Time (CUSTOMER): 644260 ms
Interruptions: 8
Overall Sentiment: AGENT=1.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/f8ab5475-ce99-46eb-ad48-4d23eabc7bbb_20250124T16:50_UTC.wav
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[AGENT][POSITIVE] Good morning thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Good morning. Uh, yes, good morning. It's almost [PII], um, that was that was the afternoon. It's almost not [PII] yet. Um, my name is [PII]. I'm calling from Baptist Health. Um, I need help verifying the eligibility for a few members. Can you help me with 3, this 1 and 2 more.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Sure. Yeah, no problem, Miss [PII]. I can assist you with the eligibility. And may I have a callback number? You're welcome, just in case we get disconnected.
[CUSTOMER][NEUTRAL] Think so.
[CUSTOMER][NEUTRAL] OK, yes, my callback number is [PII].
[AGENT][NEUTRAL] OK, thank you. And let me have the first policy number.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] First one is gonna be I'm sorry 0188739.
[CUSTOMER][NEUTRAL] 2 MLA.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] OK. His name is W [PII] His last name is [PII]
[AGENT][NEUTRAL] OK, what's his date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK perfect thank you.
[AGENT][NEUTRAL] OK, Miss [PII], and you say you need eligibility. We have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plan to the major medical.
[CUSTOMER][NEUTRAL] OK, one second, hm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, one second, hold on.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] I'm just looking at something.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hold on 1 2nd.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 0 there, OK, and their plan started the date so his date service was [PII]. Was he active then?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, mhm. The policy is still active. Mhm.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] OK, we'll do, we'll, I'm going to ship this one and then we'll go on to the next one so so.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] SOL your reference number is your name in today's date?
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] Alright, let me make a note on on his account, um.
[AGENT][NEUTRAL] Mm
[AGENT][POSITIVE] Yes, I did and I'll go ahead with the next one.
[CUSTOMER][NEUTRAL] OK, hold on one second. I have to make a note on his account. He verify.
[AGENT][POSITIVE] Yes, OK. Take your time.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so let's see.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Making sure
[CUSTOMER][NEUTRAL] Something, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, perfect. And his, I'm sorry, his group number is 1717237, right?
[AGENT][NEUTRAL] Let me check.
[AGENT][POSITIVE] 17237. Yes, that is correct.
[CUSTOMER][NEUTRAL] And and no group number, no group name, right?
[AGENT][NEUTRAL] Uh, the group name, yeah, I can give you that. One moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, the group name is um
[AGENT][NEUTRAL] Schiller Americas Inc.
[CUSTOMER][NEUTRAL] How do you spell that?
[AGENT][NEUTRAL] S C H I L L E R, Americas, which is A M E R I C A S, Inc.
[CUSTOMER][POSITIVE] OK, INC. OK, perfect.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, hold on one second.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, I don't know.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, let's go on to the next one.
[CUSTOMER][NEUTRAL] Alright and next.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So let me pull up her name.
[CUSTOMER][NEUTRAL] It's loading, let's see.
[CUSTOMER][NEUTRAL] Um, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, you ready, sir?
[AGENT][POSITIVE] Mhm, I'm ready.
[CUSTOMER][NEUTRAL] Thank you. OK. Uh, [PII], let's see. OK.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] It's 02.
[CUSTOMER][NEUTRAL] 519102.
[AGENT][NEUTRAL] OK, what's the name and date of birth?
[CUSTOMER][NEUTRAL] Her name is
[CUSTOMER][NEUTRAL] [PII] and her last name is, uh, let's see here.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] His last name is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's his date of birth?
[CUSTOMER][NEUTRAL] [PII] and his date of service was uh
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK. Uh, the policy effective date is [PII] and it is active at the moment, and this is the secondary supplemental plan to the major medical.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, OK, one second.
[CUSTOMER][NEUTRAL] OK, hold on, I need to fix that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I'll fix that in a second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Let's see, it's the group name Bad Spices?
[CUSTOMER][NEUTRAL] LLC?
[AGENT][NEUTRAL] OK, let me check.
[AGENT][NEUTRAL] Badilla it's Badilla Spices LLC.
[CUSTOMER][NEUTRAL] How so B A D I A, right?
[AGENT][NEUTRAL] Uh, yes, but yeah, like the brand of spices. Mhm.
[CUSTOMER][NEUTRAL] OK, perfect. Group numbers 26612, right?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] The time is [PII]
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. So,
[CUSTOMER][NEUTRAL] OK, reference number, your name in today's date.
[CUSTOMER][NEUTRAL] OK, I have to take something just on the primary for one second, so they, and then, yeah, they didn't they someone did not put the correct claim address.
[AGENT][NEUTRAL] OK, sure.
[CUSTOMER][NEUTRAL] And he's and he's the subscriber, correct?
[AGENT][POSITIVE] Yes, correct. Mhm.
[CUSTOMER][NEUTRAL] OK, 7, OK.
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] OK, PO [PII].
[CUSTOMER][NEUTRAL] You know when people do I mean [PII].
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I think it's this, OK, one second, just checking something.
[AGENT][NEUTRAL] Hm. Sure.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I'm gonna make a note on this one and then we'll go to the next one.
[AGENT][POSITIVE] I'm ready for the next one whenever you are. Mhm.
[CUSTOMER][NEUTRAL] I don't know.
[CUSTOMER][POSITIVE] Thank you. Let me just have my note.
[AGENT][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] United
[CUSTOMER][NEUTRAL] Are you ready for the weekend?
[AGENT][POSITIVE] I am yes.
[AGENT][NEUTRAL] How about you?
[CUSTOMER][POSITIVE] Yes, me too, yes, me too.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Is it cold down there?
[CUSTOMER][NEUTRAL] Yeah, it's 50 degrees, 55 degrees.
[AGENT][POSITIVE] Oh yeah. Mhm. It's better than here. But yeah.
[CUSTOMER][POSITIVE] How, how cool is it by you?
[AGENT][NEUTRAL] Uh, I think right now we're running on the [PII] if I'm not mistaken.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Oh,
[AGENT][NEUTRAL] Mhm. Yeah, we're close to [PII] and you know, it's, it's cold down there, but right now we're like, well, this morning was [PII]. Right now we're [PII]. Mhm.
[CUSTOMER][NEGATIVE] OK, I hate to do this um.
[CUSTOMER][NEGATIVE] Hold on, I made a mistake.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Oh, it's OK. I'm sorry.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Oh, hold on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I made a mistake and we might have to hold on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Uh, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] I, I've put the wrong city for them.
[CUSTOMER][NEUTRAL] Yeah, OK, [PII]. There we go.
[AGENT][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] OK. And then you said?
[CUSTOMER][NEUTRAL] Yeah, he's active.
[CUSTOMER][NEUTRAL] T for today, the time was [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Oh, so you're in [PII], so, oh, so you have to know.
[AGENT][NEUTRAL] We're close, close, but we're not that close, but we're close, but we, we don't have that snow, no, we just had the cold of the snow.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] Oh my goodness.
[AGENT][NEGATIVE] Yeah. Nope, it's, it's been so cold. You don't wanna do nothing, get out or do nothing. You just wanna be drinking coffee, drinking tea.
[CUSTOMER][NEGATIVE] No fun.
[CUSTOMER][NEUTRAL] I know and people are like.
[CUSTOMER][NEUTRAL] And then people are like oh my god, they're like I hope it doesn't snow in [PII].
[AGENT][NEUTRAL] Hm.
[AGENT][NEGATIVE] Hope not because I know [PII] is not ready for that.
[CUSTOMER][POSITIVE] No, we're not, and it's so funny, my, my my manager, she's like, it better not snow here in [PII], it better not snow here in [PII].
[AGENT][NEGATIVE] Mm mm, no. Yeah, that will be, that will be really awkward.
[CUSTOMER][MIXED] I'm like it, it won't do that. It won't do that. It won't do that, hopefully not, but it's nice. I mean, but you know people don't know what cold is, you know.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yeah, I know. I, I've been in [PII]. I love my, I love [PII] altogether.
[AGENT][POSITIVE] Oh yeah. Yeah, it's very nice, warm, toasty. Yeah, when you want like a break, you just go down there.
[CUSTOMER][POSITIVE] Right, it's very nice here.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] I know and when you tell people you're from [PII] they're like wow.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Um, yeah, yeah, it's amazing. So yeah, it it's so awkward to know that it's cold, it's like what? Oh.
[CUSTOMER][NEUTRAL] You know?
[CUSTOMER][NEUTRAL] Oh my goodness, it's cold in my, you know, it's cold. Oh, people are like, I don't know what to do with myself. Oh my goodness.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And I know 50 in [PII] it's like 20.
[CUSTOMER][NEUTRAL] And I.
[CUSTOMER][POSITIVE] I know people are just like it's, you know, I was out with my friend yesterday I'm like and like she's like let's go, let's call, let's go.
[AGENT][NEGATIVE] It's freezing.
[AGENT][NEUTRAL] Yeah, I know.
[CUSTOMER][NEUTRAL] OK, I'm moving on to the next one now.
[AGENT][POSITIVE] OK, I'm ready whenever you are.
[CUSTOMER][NEUTRAL] American sorry I made a mistake on the first one and I wanted to go back and fix what I did because I, I try to do the right thing.
[AGENT][POSITIVE] It's OK. No problem.
[AGENT][NEUTRAL] Yes, I understand, don't worry. In the same field.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and nowadays people just do whatever, right? Oh.
[AGENT][NEUTRAL] Yeah, I know.
[AGENT][MIXED] No patience, but yeah, it's fine. I have some. I still have some.
[CUSTOMER][POSITIVE] No, you're awesome.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're awesome.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK, here's my last, actually, I wanna check.
[CUSTOMER][NEUTRAL] OK, I think, I think he's the last one. We just, OK, let me get his name. His name is [PII].
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] [PII], uh, no, what's his name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Do you have the policy number for Mr. [PII]?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, his policy number is gonna be.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me see, 01.
[CUSTOMER][NEUTRAL] 651-107
[AGENT][NEUTRAL] All right. And what's his date of birth?
[CUSTOMER][NEUTRAL] OK. Uh, [PII].
[AGENT][POSITIVE] Perfect thank you.
[AGENT][NEUTRAL] All right. OK. So it looks like we have an effective date of [PII] and it is active at the moment. This is a secondary supplemental plan for the major medical.
[CUSTOMER][NEUTRAL] Thank you. OK. Let me, let me see.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I'm trying to see something here.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, mm OK.
[CUSTOMER][NEUTRAL] OK. Any, let's see.
[CUSTOMER][NEUTRAL] What was I gonna say I'm forgetting I ideal meal. OK.
[AGENT][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] And he's and he's he's a subscriber.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, is there, what, what is the group name?
[AGENT][NEUTRAL] Alright, let me get that for you. Let's see.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, the group name is uh Fisher Island Community Associates Inc.
[CUSTOMER][NEUTRAL] Let me write that down.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Fisher Island, F I S F I S H E R.
[AGENT][NEUTRAL] Mhm, yes, islands.
[CUSTOMER][NEUTRAL] Can you can you can you [PII]?
[AGENT][NEUTRAL] I S L A N D.
[CUSTOMER][NEUTRAL] Yeah, Fisher community Island, right?
[AGENT][NEUTRAL] Oh, no, it's gonna be Fisher Island Community Associates.
[CUSTOMER][NEUTRAL] Oh, OK, sorry.
[AGENT][NEUTRAL] Yeah, they just put it differently.
[CUSTOMER][NEUTRAL] And any group numbers at all?
[AGENT][NEUTRAL] Mm hm.
[AGENT][NEUTRAL] Yes, the group number is 17111.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] 111. OK.
[CUSTOMER][NEUTRAL] OK perfect and then your name?
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] Today's I think that's the last one. I just want to check one more. How many are we have to do 3?
[AGENT][NEUTRAL] Oh no, it's, it depends on how many you have and if um if I can assist you, it's fine.
[CUSTOMER][NEUTRAL] I think that's it.
[CUSTOMER][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] Unless we are not backed out and everything, which we are not, we're OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome. [PII].
[CUSTOMER][NEUTRAL] OK, subscriber.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Through HTX um updated.
[CUSTOMER][NEGATIVE] I keep having to update the claim address for the primary insurance because there is not, it hasn't been updated claim address.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] You know I need to go to the correct place uh.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] For sure.
[CUSTOMER][POSITIVE] OK, perfect. I think that's, let me just check.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I think I think we're set now.
[CUSTOMER][NEUTRAL] Let me just see.
[CUSTOMER][NEUTRAL] All right. I think he's the last one. I think I saw was this one? Let me see.
[CUSTOMER][NEUTRAL] Let me just check one more for a second and I think I'll let you go.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You're probably getting hungry, right? 12.
[AGENT][NEUTRAL] Oh, not yet, not yet. Right here it's, it's still [PII], so it's, it's early.
[CUSTOMER][NEUTRAL] I have another one. I thought so. I have one, OK, I don't want to keep bugging you with all these ones.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] No, it's fine. No, you're, you're not bugging me, trust me.
[CUSTOMER][NEUTRAL] I do. I don't know.
[CUSTOMER][NEUTRAL] OK, there's another one I found.
[AGENT][NEUTRAL] OK, go ahead with the number whenever you're ready.
[CUSTOMER][NEUTRAL] I, I know I had a feeling I'm like, oh, I think this is American Public Life too.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That's too funny.
[AGENT][POSITIVE] Um, but yeah, I'm ready whenever you are, just go ahead.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much. OK, let me.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] That's too funny. I I just and I guessed.
[CUSTOMER][NEUTRAL] She's laughing. I did, I guess I'm like, oh no, I think so, maybe.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] Yeah, you never know.
[AGENT][NEUTRAL] Yeah, usually they cause a lot for verification since, you know, there's not enough system.
[CUSTOMER][NEUTRAL] OK. Let me
[CUSTOMER][NEUTRAL] I'm gonna try. OK, let me pull up his information. Let me try. I'm just checking one more then let's see.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] How do you like where you work? Do you like where you work?
[AGENT][POSITIVE] I love it. I love it. I've been here almost 9 years now. Mhm.
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][POSITIVE] Wow.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I've been with my company for 8 months.
[AGENT][NEUTRAL] Oh,
[AGENT][POSITIVE] It's OK. You'll be there for a long time.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] You're doing good.
[CUSTOMER][POSITIVE] Yeah, I do, I do like it here and everybody so far everybody's been.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Mm yeah. That that's the most important thing that you can have like a good group to work with.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] Yeah, you know, you always have a couple that are just like ideal meal like leave me alone.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] We all have those, yeah.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, I'm trying to find his name. I just lost the guy.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so strange. Where he, oh, OK, there he is. OK. His name, his, his first name is [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, let me pull up his. I think this is the last one for now.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, and what's this policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, his policy number is gonna be.
[CUSTOMER][NEUTRAL] 01369389 ML 8.
[AGENT][NEUTRAL] OK, and let me have his last name and date of birth.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And born on
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, for this one, we have a new policy. So let me go ahead and pull this information.
[CUSTOMER][NEUTRAL] Oh, OK, he has a new policy?
[AGENT][NEUTRAL] Yes, mhm, yes.
[CUSTOMER][NEUTRAL] The other one, OK, because his data, so, OK, wait, so his data service was 12:14.
[AGENT][NEUTRAL] It's old.
[AGENT][NEUTRAL] 1214 of 24.
[CUSTOMER][NEUTRAL] Was he
[CUSTOMER][NEUTRAL] Yeah, was he active then?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Not for that old policy. That old policy is really, really old. I have the new one which just started on [PII]. So whenever you're ready, I can give you the correct policy number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, go ahead.
[AGENT][NEUTRAL] OK, the correct policy number is 02.
[AGENT][NEUTRAL] 38
[AGENT][NEUTRAL] 86
[AGENT][NEUTRAL] 89.
[CUSTOMER][NEUTRAL] OK, 02388689?
[AGENT][NEUTRAL] Yes, mhm, yes. And the effective date again is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] And it is active at the moment.
[CUSTOMER][NEUTRAL] Thank you. And then what is the group name?
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, let me get that for you.
[AGENT][NEUTRAL] OK, the group name on this one is
[AGENT][NEUTRAL] Bismex Food Inc. Yes, it's D I S M E X.
[CUSTOMER][NEUTRAL] How do you spell that?
[CUSTOMER][NEUTRAL] D I S M E A, OK. What was that to buy group?
[AGENT][NEUTRAL] MEX like M, like Mexico.
[CUSTOMER][NEUTRAL] Oh, M E X D I S M E X, OK.
[AGENT][NEUTRAL] Yes, uh-huh. Yes, mhm.
[AGENT][NEUTRAL] After that is Food Inc.
[CUSTOMER][NEUTRAL] What did I do that?
[CUSTOMER][NEUTRAL] Food INC.
[AGENT][NEUTRAL] Mhm. Yes.
[AGENT][NEUTRAL] And the group number is 20037.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][POSITIVE] OK, perfect. All right, I got it from here. All right, thank you.
[AGENT][NEUTRAL] OK. You're welcome. Is there anything else?
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][POSITIVE] Bye bye Miss [PII], thank you for coming here.
[CUSTOMER][NEUTRAL] Oh, no, I, I, I sorry, I had to hang up the phone. My co-workers calling me. I had to rest.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Oh, OK, no problem. It's OK. Have a good day. You're welcome. Bye-bye. Bye.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Bye bye.