AccountId: 011433970860
ContactId: 2d11c862-d4ca-4665-a545-742582d4c715
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 208660 ms
Total Talk Time (AGENT): 94536 ms
Total Talk Time (CUSTOMER): 72908 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/2d11c862-d4ca-4665-a545-742582d4c715_20250620T16:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. I'm calling from the Nicholas Children's Miami Lakes Outpatient Center, and I wanted to see if uh you could figure out these benefits with me.
[AGENT][NEUTRAL] May I have your name and a callback number?
[CUSTOMER][NEUTRAL] Yes, my name is uh [PII].
[CUSTOMER][NEUTRAL] And the callback number is [PII].
[AGENT][NEUTRAL] And you said [PII].
[CUSTOMER][NEUTRAL] On that, yeah.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] And may I please have the policy number?
[CUSTOMER][NEUTRAL] Yes, it's 02497609 M as in mother, N as in L as in lettuce and an 8 at the end.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII]'s date of birth is [PII].
[AGENT][POSITIVE] And thank you so much for verifying the member's policy you're calling in for benefits. Is this for inpatient, outpatient or an office setting?
[CUSTOMER][NEUTRAL] It's for outpatient benefits.
[AGENT][NEUTRAL] OK, I'm pulling that information up for you now.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And for this member, verification of coverage does not guarantee the payment of the claim. For outpatient, the member has up to.
[AGENT][NEUTRAL] $2500 per calendar year that will go towards the major medicals deductible, co-insurance, or co-pay. This policy is for sickness and injury only. It does not cover any preventative or wellness. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I just wanted to um I don't know if you said the effective date but if you could repeat it, I would appreciate it.
[AGENT][NEUTRAL] It is for 1 of 25.
[CUSTOMER][POSITIVE] For 1 of 25 awesome. I was also hoping if you can help me verify benefits for another patient.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] May I have that policy number?
[CUSTOMER][NEUTRAL] Yes, it is 02039252 M as in mother, L as in letter 8 at the end.
[AGENT][NEUTRAL] And may I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, patient's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] And that's for outpatient benefits as well?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, and for this member as well, verification of coverage does not guarantee the payment of the claim. This member does have up to $6750 per calendar year.
[AGENT][NEUTRAL] That will go towards the primary insurance, deductible, co-insurance, or co-pay.
[AGENT][NEUTRAL] And this policy is only for sickness and injury and you're needing the.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Effective date that is showing.
[AGENT][NEUTRAL] [PII]. It will be the date that the member.
[CUSTOMER][POSITIVE] Yes, that is correct.
[AGENT][NEUTRAL] was born
[CUSTOMER][POSITIVE] Awesome thank you so much I appreciate your help.
[AGENT][POSITIVE] You're welcome. Thank you for calling Public Life. Have a great day.
[CUSTOMER][NEUTRAL] Same to you bye bye.
[AGENT][POSITIVE] Thank you, bye.