AccountId: 011433970860
ContactId: 0c62dc13-fc2f-461a-80a5-5dc4c56ca0a3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 163220 ms
Total Talk Time (AGENT): 54301 ms
Total Talk Time (CUSTOMER): 87383 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/0c62dc13-fc2f-461a-80a5-5dc4c56ca0a3_20250603T17:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good afternoon, [PII]. I'm calling from South Miami Hospital in [PII], and I need to verify the coverage of one of our patients, please.
[AGENT][NEUTRAL] I can verify eligibility. May I have your name and the policy number?
[CUSTOMER][NEUTRAL] OK. My name is [PII]
[CUSTOMER][NEUTRAL] And the policy number is 024.
[CUSTOMER][NEUTRAL] 78207
[CUSTOMER][NEUTRAL] M as in Mary. L as in Larry 7.
[AGENT][POSITIVE] Thank you and [PII], may I have a good callback number for you?
[CUSTOMER][NEUTRAL] Yes, um, it's [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Her name, her first name is [PII] and it's spelled [PII], which is [PII], and her date of birth is [PII].
[AGENT][POSITIVE] Thank you for verifying that information. This plan is effective for [PII] and it is active.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And she is, let's see.
[CUSTOMER][NEUTRAL] Um, OK. Any other coverage information you can give me, or?
[AGENT][NEUTRAL] I can verify benefits. Which benefit can I provide for you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, she's here. Let me double check because she, I know she was in our um ER but I wanna make sure.
[CUSTOMER][NEUTRAL] And I give you the, yeah, she was in our emergency room on [PII].
[AGENT][NEUTRAL] OK, OK. Please be advised that verification of coverage does not guarantee the payment of a claim.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Payment, yes.
[AGENT][NEUTRAL] So outpatient calendar year allows $7150. If for any reason she becomes inpatient, inpatient allows the same, $7150.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. And uh the, the reference number would be your name and the date and today's date?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] For the call? OK. All right, [PII]. Thank you very much for your help.
[AGENT][POSITIVE] [PII], you're so welcome. And thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] You too. Bye-bye.