AccountId: 011433970860
ContactId: 91f7abe0-bc93-4e3f-8735-f3925aa5b476
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 303200 ms
Total Talk Time (AGENT): 78314 ms
Total Talk Time (CUSTOMER): 127822 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/91f7abe0-bc93-4e3f-8735-f3925aa5b476_20250610T15:19_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] Hey [PII], I just wanna confirm benefits for this patient.
[CUSTOMER][NEUTRAL] I am a provider. I'm calling on behalf of Baptist South Miami Hospital.
[AGENT][NEUTRAL] OK, may I have your name and a callback number?
[CUSTOMER][NEUTRAL] [PII] callback number [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] And could you repeat your name for me please?
[CUSTOMER][NEUTRAL] [PII] Last name [PII]
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] 02258742 M as in monkey L as in lion 7
[AGENT][NEUTRAL] And may I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] So, it's gonna be [PII]. Date of birth [PII].
[AGENT][NEUTRAL] And you're calling in for benefits, is there a specific benefit you're calling in for?
[CUSTOMER][NEUTRAL] Wait, can you give me a quick second? I have somebody on the other line calling me. Can you give me a quick second? Please hang up.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Registration, how can I help?
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][POSITIVE] Yeah, I still have it. I still have it. I'm going to be going there shortly.
[CUSTOMER][NEUTRAL] Yes, she's registered under Emperatriz and last name [PII].
[CUSTOMER][NEUTRAL] Hey how you doing?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, I'll remove it. It's just emeratris Ora Bao.
[CUSTOMER][NEUTRAL] Yeah, how many other brands you have.
[CUSTOMER][NEUTRAL] Alright, sounds good. If I get her a new bracelet with the new name, do I have to send you guys new labels?
[CUSTOMER][POSITIVE] OK, sounds good, no worries, I'll get to it now. Thank you, bye.
[CUSTOMER][NEUTRAL] Yeah, hello?
[AGENT][NEUTRAL] Yes, I'm here.
[CUSTOMER][POSITIVE] All right, perfect. All right, what did you ask me? I'm sorry.
[AGENT][NEUTRAL] You're calling in for benefits, what benefits are you calling in for?
[CUSTOMER][NEUTRAL] So this is a gap insurance. I wanna make sure that this is, this is active, and she is currently about to give birth, so I wanna see how much of this able to cover.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I always have.
[AGENT][NEUTRAL] And this is for inpatient benefits for [PII] and I'm pulling that information up for you now.
[CUSTOMER][POSITIVE] You're literally amazing.
[AGENT][NEUTRAL] And for this policy verification of coverage does not guarantee the payment of the claim. This policy is showing currently active with the effective date of [PII] for inpatient, the member does have up to $2500 per calendar year.
[AGENT][NEUTRAL] And that will go towards the primary, yes.
[CUSTOMER][NEUTRAL] Wait, give me a quick second.
[CUSTOMER][POSITIVE] Impatient.
[CUSTOMER][NEUTRAL] Impatient
[CUSTOMER][POSITIVE] Impatient.
[CUSTOMER][NEUTRAL] Up to, you said 2000?
[AGENT][NEUTRAL] 2500.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that will go towards the primary insurance deductible, co-insurance, or co-pay.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Go towards.
[CUSTOMER][NEUTRAL] Primary insurance.
[CUSTOMER][NEUTRAL] Deductible.
[CUSTOMER][NEUTRAL] Deductible, co-pay, and co-insurance, correct?
[AGENT][NEUTRAL] Deductible co-insurance or co-pay, yes.
[CUSTOMER][NEUTRAL] So, policy is active as a [PII] inpatient for inpatient services for inpatient.
[CUSTOMER][NEUTRAL] Services covers up to.
[CUSTOMER][NEUTRAL] Covers up to $2500 and that goes towards primary insurance deductible, co-pay or co-insurance, correct?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Perfect. And that's it?
[AGENT][NEUTRAL] That is it.
[CUSTOMER][NEUTRAL] Can I have your name?
[AGENT][NEUTRAL] Yes, the call reference will be my first name [PII], which is spelled [PII] in today's date.
[CUSTOMER][NEUTRAL] And that's in that would be the reference number as well?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Your
[CUSTOMER][POSITIVE] All right, thank you so much for your time, OK?
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day, ma'am Will.
[CUSTOMER][POSITIVE] You too, take care, bye.
[AGENT][POSITIVE] Thank you, bye.