AccountId: 011433970860
ContactId: 37b79300-92af-4060-9992-c3efe3da804d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 210960 ms
Total Talk Time (AGENT): 81347 ms
Total Talk Time (CUSTOMER): 51236 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/37b79300-92af-4060-9992-c3efe3da804d_20250425T18:01_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] Yes, hello. Good afternoon. My name is [PII]. I'm calling from Baptist Hospital of Miami. I'm trying to get um benefits for a patient.
[AGENT][NEUTRAL] And you did say your name is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and may I please have a callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] 02337124
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Um, that would be [PII]. Date of birth is [PII].
[AGENT][POSITIVE] And thank you so much [PII] for verifying the policy. You're calling in for benefits for this member. Is that for inpatient, outpatient, or an office setting?
[CUSTOMER][NEUTRAL] Outpatient facility.
[AGENT][NEUTRAL] I'm pulling that information up for you now.
[AGENT][NEUTRAL] And verification of coverage does not guarantee the payment of the claim. For outpatients, the member has up to $1000 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 preventative or wellness. If this policy is this.
[AGENT][NEUTRAL] Um, service rendered for emergency room?
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] And is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Um, how much has the member, um, used the $1000 and when did the plan begin?
[AGENT][NEUTRAL] OK, let me check that for you.
[AGENT][NEUTRAL] And for the effect that that it is showing [PII]. And for this member, it does show that the member has used already used their $1000 per calendar year max.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Give me a sec.
[CUSTOMER][NEUTRAL] Now, did you say something about um it can only be used for accidents?
[AGENT][NEUTRAL] It can be used for sickness or injury.
[CUSTOMER][NEUTRAL] Oh, sickness or injury. OK.
[CUSTOMER][POSITIVE] OK perfect thank you so much. If I can have your name and a reference number for this call.
[AGENT][NEUTRAL] The reference number would be my first name [PII], last initial of [PII] and today's date.
[CUSTOMER][POSITIVE] All right. Thank you. Have a great day.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day.