AccountId: 011433970860
ContactId: 85f5122f-717d-4b5d-82dc-eda69bc1177d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 151490 ms
Total Talk Time (AGENT): 72097 ms
Total Talk Time (CUSTOMER): 48025 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/85f5122f-717d-4b5d-82dc-eda69bc1177d_20250605T16:11_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] calling from University of Miami Hospital.
[CUSTOMER][NEUTRAL] I'm calling to check eligibility and benefit for a patient please.
[AGENT][NEUTRAL] And you said your name is [PII]?
[CUSTOMER][NEUTRAL] A honey. How do you spell your name?
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] It is spelled [PII] last initial of [PII] and today's date will be the call reference.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And may I please have a callback number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Option 4, then option 2.
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] It is 01877138.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] And thank you so much for verifying the policy. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, I'm calling to check what is the eligibility for the patient and also what is the benefit available for the outpatient hospital service.
[AGENT][NEUTRAL] OK, and for this policy eligibility and outpatient benefits, verification of coverage does not guarantee the payment of the claim. This policy is currently active with the effective date of [PII] for outpatient, the member does have up to $5000 per calendar year that will go towards the primary insurance deductible, co-insurance, or co-pay.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] This policy is only for sickness and injury. It does not cover any type of preventative or wellness. Is there anything else that I can assist you with today, A on?
[CUSTOMER][NEUTRAL] No, that's gonna be all. And let me ask you something, does the amount is available for the patient to use?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Let me check that for you.
[AGENT][NEUTRAL] So for this memory, it does look like she has already used the $5000.
[CUSTOMER][POSITIVE] Sounds good. Thank you, Mr. [PII]. Thank you for choosing the, uh, for helping me. Have a nice day.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day as well.