AccountId: 011433970860
ContactId: 5415a23d-34a9-4e5f-8580-e408a6693885
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 171789 ms
Total Talk Time (AGENT): 68315 ms
Total Talk Time (CUSTOMER): 58533 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/5415a23d-34a9-4e5f-8580-e408a6693885_20250428T18:51_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, my name is [PII]. I'm calling from South Miami Hospital. I needed to get benefits on a patient, please.
[AGENT][NEUTRAL] OK, may I please have a callback number and then the policy number.
[CUSTOMER][NEUTRAL] [PII] option one.
[CUSTOMER][NEUTRAL] And policy number is 60801.
[AGENT][NEUTRAL] OK, that's not the policy number, that's actually our electronic payer ID.
[CUSTOMER][NEUTRAL] OK, hold on.
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] What about 0242?
[CUSTOMER][NEUTRAL] 4874.
[CUSTOMER][NEUTRAL] ML 8.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII] [PII].
[AGENT][POSITIVE] And thank you so much [PII] for verifying the policy. You're calling in for benefits. Is that for inpatient, outpatient office setting?
[CUSTOMER][NEUTRAL] It is for outpatient, outpatient hospital.
[AGENT][NEUTRAL] OK, I'm pulling that information up for you now.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome. And verification of coverage does not guarantee the payment of the claim. For the eligibility, this policy is currently active with the effective date of [PII], and for outpatient, the member has up to $2500 per calendar year that will go towards the primary insurance deductible, co-insurance, or co-pay.
[AGENT][NEUTRAL] This policy is for sickness and injury only. It will not cover any preventative or wellness.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, and has any of that been used?
[AGENT][NEUTRAL] Let me check that for you.
[AGENT][NEUTRAL] And as of right now for this year, the member has used a total of 2500 max.
[CUSTOMER][NEUTRAL] Oh, so he's used everything.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 2500.
[CUSTOMER][NEUTRAL] Oops
[CUSTOMER][NEUTRAL] Uh, it's been used.
[CUSTOMER][NEGATIVE] No further benefit, OK.
[CUSTOMER][POSITIVE] All right very good let me let him know thank you so much I appreciate it.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life, [PII]. Have a great day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you bye.