AccountId: 011433970860
ContactId: 0bfe2bf6-f772-4a60-96a3-2b52c1ace0e8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 177199 ms
Total Talk Time (AGENT): 83648 ms
Total Talk Time (CUSTOMER): 78912 ms
Interruptions: 2
Overall Sentiment: AGENT=1.1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/0bfe2bf6-f772-4a60-96a3-2b52c1ace0e8_20241230T17:10_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling from um Baptist Hospital of Miami. I was wondering if you can help me obtaining eligibility and benefits for a condition, please.
[AGENT][NEUTRAL] OK, I can help you with that. May I have your name and a callback number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. That's [PII], and my callback number is, give me one second.
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you for that, [PII]. Could I get the policy number you're calling on?
[CUSTOMER][NEUTRAL] Yes, the policy number is 023178.
[CUSTOMER][NEUTRAL] 25
[CUSTOMER][NEUTRAL] M as in mom, L as in Larry, and the number 8.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying benefits. I'm sorry, verifying the account and you did say benefits is this for outpatient or inpatient?
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] It's for outpatient hospital, correct.
[AGENT][NEUTRAL] OK, please be advised verifying benefits does not guarantee payment. His policy with us has been effective since [PII]. It is still active.
[AGENT][NEUTRAL] I show for outpatient benefits, the policy pays up to $2500 a calendar year. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] So the APL kicks in once the primary covers, correct?
[AGENT][NEUTRAL] Right, so we, uh, pay secondary, um, uh, towards, uh, patient responsibility from the primary applied to deductible co-pay or co-insurance.
[CUSTOMER][NEUTRAL] You guys, OK.
[CUSTOMER][POSITIVE] Uh, go there. OK, perfect. Once they meet the deductible with the primary insurance, that's when you guys kick in.
[AGENT][NEUTRAL] No, so the, um,
[AGENT][NEUTRAL] Their benefit with their policy with us, uh, take, helps them pay their deductible, co-pay or co-insurance. Mhm.
[CUSTOMER][NEUTRAL] OK. Go home. Up to 20, up to 2500. OK.
[AGENT][POSITIVE] Correct. Yes, ma'am.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much. I appreciate it. Can I get a reference number, please?
[AGENT][NEUTRAL] Yes, to reference the call, you'll use my name and today's date.
[CUSTOMER][NEUTRAL] And your name is?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] OK. Thank you so much, [PII]. I appreciate your help and I wish you a happy New Year.
[AGENT][POSITIVE] You're welcome. You too. Thank you for calling APL you have a wonderful day. Bye bye.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] You too. Bye bye.