AccountId: 011433970860
ContactId: 2ecca073-765e-4a6d-aaaa-370008aa243a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 96099 ms
Total Talk Time (AGENT): 52980 ms
Total Talk Time (CUSTOMER): 34328 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/2ecca073-765e-4a6d-aaaa-370008aa243a_20250320T13:17_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 morning, [PII]. This is [PII] from University of Miami, and I need to check benefits, please.
[AGENT][NEUTRAL] I can verify benefits. May I have a policy number?
[CUSTOMER][NEUTRAL] 02480127.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII], [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim. And which benefit can I provide for you?
[CUSTOMER][NEUTRAL] Outpatient surgery at a hospital.
[AGENT][NEUTRAL] Outpatient allows $3000. It will pick up the copays, the co-insurance, and our deductibles.
[CUSTOMER][POSITIVE] And he has the full amount available.
[AGENT][NEUTRAL] One moment, I'll get that pulled up.
[AGENT][NEUTRAL] No benefits have been applied for [PII], so yes, he does.
[CUSTOMER][NEUTRAL] OK, perfect. And can I have a call reference number, please?
[AGENT][NEUTRAL] It will be my name, which is [PII] Last initial is [PII] along with today's date. [PII], is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, [PII]. Thank you very much. Bye-bye now.
[AGENT][POSITIVE] You're so welcome and thank you for calling American Public Life. [PII], have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too. Bye-bye.