AccountId: 011433970860
ContactId: 274b3133-f0ef-49a1-9d95-0191c6692b36
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 200339 ms
Total Talk Time (AGENT): 74805 ms
Total Talk Time (CUSTOMER): 74670 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/274b3133-f0ef-49a1-9d95-0191c6692b36_20250225T15:22_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling you from South Miami Hospital. I'm trying to get the benefits eligibility and pre-cert on a patient.
[AGENT][NEUTRAL] OK, well, I can help you with the benefits eligibility and pre-cert, and may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, it's area code is [PII]. And I'm sorry, you said your first name is?
[AGENT][NEUTRAL] My name is [PII] and I was just getting ready to say, can you repeat your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And [PII], may I
[CUSTOMER][NEUTRAL] And the first initial and last name?
[AGENT][NEUTRAL] Oh, it's [PII].
[CUSTOMER][POSITIVE] Thank you. Mine is [PII] just in case you need that.
[AGENT][NEUTRAL] Thank you. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] 01531262, M as in Mary, L as in Larry, the number 8.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, it's um [PII], [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. I am showing the policy is active. It's been effective since [PII].
[AGENT][NEUTRAL] There's no pre-cert or pre-authorization required for any of our policies because we're not the major medical.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then what type of benefits, um, did you want to go for outpatient?
[CUSTOMER][NEUTRAL] Yeah, this is gonna be outpatient surgery, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so for outpatient, the policy will pay up to $500 per calendar day.
[CUSTOMER][NEUTRAL] Per calendar day?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And um, so they haven't used any cause it's per calendar day.
[AGENT][NEUTRAL] Right, so it resets each day.
[CUSTOMER][NEUTRAL] OK, so this is for outpatient.
[CUSTOMER][NEUTRAL] And the name of the the gap insurance is?
[AGENT][NEUTRAL] The policy oh like our company knows it's American Public Life, the product is Medin.
[CUSTOMER][NEUTRAL] TransAmerica?
[CUSTOMER][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] OK, so American Public Life, which is a gap insurance.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And it's secondary.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Do I get any type of uh
[CUSTOMER][NEUTRAL] Reference number for my call with you today?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name in today's date. Um, oh, I already gave you the first of my last name.
[CUSTOMER][POSITIVE] Yeah, you got it. Thank you very much, OK?
[AGENT][POSITIVE] You're welcome, [PII]. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] I think you covered it all. Thank you so much for that information, OK?
[AGENT][POSITIVE] You're welcome. Thanks for calling APR. Have a great day.
[CUSTOMER][POSITIVE] You too thanks bye bye.
[AGENT][POSITIVE] You're welcome. Bye bye.