AccountId: 011433970860
ContactId: a75b97fa-c8ef-4e01-8a60-88a9583909d9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 165100 ms
Total Talk Time (AGENT): 59540 ms
Total Talk Time (CUSTOMER): 60919 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/a75b97fa-c8ef-4e01-8a60-88a9583909d9_20250519T18:49_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] Hello [PII], this is [PII]. I'm calling from Baptist Hospital of Miami.
[CUSTOMER][NEUTRAL] I'm calling to um inquire about a patient that we have in common.
[AGENT][NEUTRAL] OK, may I please have a callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Sorry, one second, I'm just trying to find it.
[CUSTOMER][NEUTRAL] I think it's 022.
[CUSTOMER][NEUTRAL] Um, 12.
[CUSTOMER][NEUTRAL] 777.
[CUSTOMER][NEUTRAL] Mary Lima 8.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII] [PII].
[AGENT][POSITIVE] And thank you so much [PII] for verifying the policy. How may I assist you on this number?
[CUSTOMER][NEUTRAL] Um, I'm just calling to inquire her coverage amount for outpatient in the hospital.
[AGENT][NEUTRAL] OK, and for this member you're calling in for outpatient benefits, verification of coverage does not guarantee the payment of the claim.
[AGENT][NEUTRAL] This member does have up to $500 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] Mhm.
[CUSTOMER][NEUTRAL] Um, 500 per calendar day.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] So coming in today she would only be allowed up to 500.
[AGENT][NEUTRAL] Yes, that would be the amount that we will pay out towards the primary deductible coinsurance or copay.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, and her, hold on.
[CUSTOMER][NEUTRAL] The first initial of your last name?
[AGENT][NEUTRAL] That would be [PII].
[CUSTOMER][NEUTRAL] Is there a reference number for the call?
[AGENT][NEUTRAL] The reference will be first name, last initial, and today's date.
[CUSTOMER][POSITIVE] Thank you so much. Have a good day.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day as well.
[CUSTOMER][NEUTRAL] You too bye bye.