AccountId: 011433970860
ContactId: 8e6b691b-ddf1-4c99-9378-48b79daf3438
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 232320 ms
Total Talk Time (AGENT): 92508 ms
Total Talk Time (CUSTOMER): 87729 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/8e6b691b-ddf1-4c99-9378-48b79daf3438_20250513T18:34_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Broward Health Medical Center. Uh, I recently just got off the phone with a patient and they gave me their
[CUSTOMER][NEUTRAL] American Public Life insurance information and I just wanted to verify their benefits.
[AGENT][POSITIVE] OK, sure, I can assist you with benefits, Mr. [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure
[CUSTOMER][NEUTRAL] Sure, my direct line is [PII].
[AGENT][NEUTRAL] Thank you and may I have the patient's policy number?
[CUSTOMER][NEUTRAL] So the policy number they gave me was 015659.
[CUSTOMER][NEUTRAL] 44 ML 8.
[AGENT][NEUTRAL] Thank you. And may I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] First name [PII], last name [PII] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, date of birth [PII].
[AGENT][POSITIVE] OK, perfect. Thank you. And you need outpatient benefits?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Is this considered an office or outpatient facility?
[CUSTOMER][NEUTRAL] Outpatient hospital.
[AGENT][NEUTRAL] All right. Before I give you any benefit information, I need to let you know that this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer. And we have an outpatient maximum of 4800 per covered person per calendar year.
[CUSTOMER][NEUTRAL] 4000 a year.
[AGENT][NEUTRAL] Mhm, 4800.
[CUSTOMER][NEUTRAL] And has that been met yet?
[AGENT][POSITIVE] I can check and see. No worries.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] And you said 4800 or just 4000?
[AGENT][NEUTRAL] 4800, 4800. Mhm.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK. [PII] has not used her benefits as of today, so she still has the full amount available for [PII].
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] And to confirm something, is your PO box for billing, uh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Yes, OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm. [PII]. Yes, that is correct.
[CUSTOMER][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And just to confirm, um, this does cover the patient's deductibles or copay for their other primary insurance, correct?
[AGENT][NEUTRAL] Correct. This is a secondary supplemental plan to the major medical. It's set up to help with the deductibles, co-payment, and co-insurance from the major medical.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So they're active and have a maximum of 4800 a year.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] All right, uh
[CUSTOMER][NEUTRAL] Is do you guys give out call reference numbers?
[AGENT][NEUTRAL] We don't. You can use my name in today's date if you will. Do you need the spelling of my name or any other information?
[CUSTOMER][NEUTRAL] Uh, yeah, can you spell your name for me please?
[AGENT][NEUTRAL] Sure. That's [PII] [PII].
[CUSTOMER][POSITIVE] All right thank you so much for your help.
[AGENT][POSITIVE] You're welcome, Mr. [PII]. Thank you for calling ATL. Have a good afternoon.
[CUSTOMER][POSITIVE] All right you too bye.
[AGENT][POSITIVE] Thank you. Bye-bye.