AccountId: 011433970860
ContactId: 503bdf65-232d-410a-8eb9-a3145f687803
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 168990 ms
Total Talk Time (AGENT): 76724 ms
Total Talk Time (CUSTOMER): 54324 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/503bdf65-232d-410a-8eb9-a3145f687803_20250311T15:39_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, um, I need to know if a patient is active with you all. My name is [PII]. I'm calling from Baptist Hospital of Miami.
[AGENT][NEUTRAL] And [PII], may I please have a callback number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] It's 02518814.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, the patient's name is [PII]. Last name [PII]. Date of birth [PII].
[AGENT][NEUTRAL] And you're calling in for eligibility for this member?
[CUSTOMER][NEUTRAL] Yes, for a hospital outpatient.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thank you so much [PII] for verifying the policy. In regards to this member's eligibility, it is showing that the member is currently active. The effective date is [PII]. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, does the patient have like an out of pocket that, um,
[CUSTOMER][NEUTRAL] That they get, that they, you know, that they use or how much do you guys cover.
[AGENT][NEUTRAL] For outpatient?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] So you're needing the benefits as well for this member?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] You're needing the benefits as well for this member?
[CUSTOMER][POSITIVE] Yes, yes, please.
[AGENT][POSITIVE] OK. I'm pulling it up for you now.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And this is done within an outpatient facility.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, and verification of coverage does not guarantee the payment of the claim. This member has up to $300 per calendar day 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. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, thank you so much. I appreciate it. Can I please get your name or a reference number for the call, please?
[AGENT][NEUTRAL] The reference number will be my first name [PII], last initial of [PII] and today's date.
[CUSTOMER][POSITIVE] Perfect thank you so much, [PII]. I appreciate your help. I hope you have a great day.
[AGENT][POSITIVE] You're welcome and thank you so much for calling American Public Life, [PII]. Have a great day as well.
[CUSTOMER][POSITIVE] Thank you. You likewise. Bye-bye.
[AGENT][NEUTRAL] Bye bye.