AccountId: 011433970860
ContactId: 31fbd54c-7c2c-4df4-b096-fb60956da578
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 138539 ms
Total Talk Time (AGENT): 62894 ms
Total Talk Time (CUSTOMER): 57586 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/31fbd54c-7c2c-4df4-b096-fb60956da578_20250603T14:26_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, yes, um, my name is [PII]. I'm calling from Baptist Hospital Miami. I wanted to see if I can uh verify coverage for a patient and see if they have any outpatient benefits available to them.
[AGENT][NEUTRAL] May I please have a callback number and then the policy number?
[CUSTOMER][NEUTRAL] Sure, [PII].
[CUSTOMER][NEUTRAL] Policy number is 02240465 M as in Mary, L as in Larry 8.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][NEUTRAL] And thank you so much [PII] for verifying the policy. You're calling in for outpatient benefits verification of coverage does not guarantee the payment of the claim for this member they do have up to $7900 per calendar year that will go towards the primary insurance deductible, co-insurance, or co-pay. This policy is for sickness and injury only. It will not cover any type of preventative or wellness.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] OK, so, um, has he used any of the benefits for this year?
[AGENT][NEGATIVE] As of right as of right now, the member has not used any of their benefits.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK good um so yeah, that's pretty much all I need. um, what was your name again?
[AGENT][NEUTRAL] It is [PII]. Would you like for me to spell that for you?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] It is spelled [PII] Last initial of [PII] and today's state will be used as the call reference.
[CUSTOMER][NEUTRAL] OK. You said the uh first letter to your last name is [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, OK, [PII], well thank you so much. I really do appreciate all your help.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life, [PII], have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you bye.