AccountId: 011433970860
ContactId: 1bb3c314-86ed-4214-b945-d7879dd73dc7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 164100 ms
Total Talk Time (AGENT): 76437 ms
Total Talk Time (CUSTOMER): 59535 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/1bb3c314-86ed-4214-b945-d7879dd73dc7_20250210T17:49_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] Hi, [PII]. Yes, good, um, good afternoon. My name is [PII]. I'm calling from Miami Cancer Institute in regards to a patient we share. I just wanna check benefits, uh, and to see if the policy is active.
[AGENT][NEUTRAL] I can verify eligibility and benefits. [PII], may I have a policy number?
[CUSTOMER][NEUTRAL] Uh yes, so it's gonna be 0243.
[CUSTOMER][NEUTRAL] 2929, M as in Mary, L as in Larry, H. I'm sorry, 8.
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] This is for [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim. This plan is effective [PII] and it is active. Which benefit can I provide for you?
[CUSTOMER][NEUTRAL] Of course.
[CUSTOMER][POSITIVE] I would like to have uh outpatient benefits.
[AGENT][NEUTRAL] Outpatient calendar year allows $2000.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] No benefits have been applied for [PII].
[CUSTOMER][POSITIVE] OK, I understand, thank you so much.
[AGENT][POSITIVE] You're welcome. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, is there any, uh, co-pay or coinsurance for, uh, office visit?
[AGENT][NEUTRAL] And let me get that pulled up one moment. This plan will pick up their co-pays, their co-insurance and or deductibles up to the benefit amount. So under this policy.
[AGENT][NEUTRAL] They do have the offers treatment.
[AGENT][NEUTRAL] Is it for a cancer diagnosis?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, so that will fall under the same umbrella of the $2000 per calendar year.
[CUSTOMER][POSITIVE] OK, perfect. So it's gonna be a cap of 2000 per year.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK. Perfect. Thank you so much. And I'm sorry, what's your name?
[AGENT][NEUTRAL] It's [PII] Last initial is [PII] along with today's date.
[CUSTOMER][POSITIVE] Perfect [PII] thank you so much.
[AGENT][POSITIVE] [PII], you're so welcome, and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.