AccountId: 011433970860
ContactId: af359676-94fc-4634-b29b-d89549a924b6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 193710 ms
Total Talk Time (AGENT): 75284 ms
Total Talk Time (CUSTOMER): 77259 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/af359676-94fc-4634-b29b-d89549a924b6_20250506T18:50_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 [PII], this is [PII]. I'm calling from Homestead Hospital's pre-registration department to verify members gap insurance that they have with you.
[AGENT][NEUTRAL] OK. May I have a callback number?
[CUSTOMER][NEUTRAL] [PII] extension is [PII].
[AGENT][NEUTRAL] And may I please have the policy number?
[CUSTOMER][NEUTRAL] That is 2509919.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] And thank you so much [PII] for verifying the policy you're calling in for eligibility for this member?
[CUSTOMER][NEUTRAL] Uh, yes.
[AGENT][NEUTRAL] OK, it does show that the policy is currently active with the effective date of [PII]. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Yes, I need the amount that she has available to help offset her copays and deductibles and out of pocket.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Is this for outpatient inpatient or an office setting?
[CUSTOMER][NEUTRAL] Its hospital outpatient you said 7125 for effective date for her?
[AGENT][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] I'm sorry.
[CUSTOMER][POSITIVE] [PII]. OK, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] And I'm pulling those benefits up for you now.
[CUSTOMER][POSITIVE] Alright, I appreciate your help.
[AGENT][NEUTRAL] You're welcome and verification of coverage does not guarantee the payment of the claim for outpatient, the member has up to $750 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 does not cover any preventative or wellness. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] OK, so she only has 750 per uh per day you say?
[AGENT][NEUTRAL] Yes, per day.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] For outpatients.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] So that full amounts available to you.
[AGENT][POSITIVE] It's a per day benefit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] All available? OK.
[CUSTOMER][NEUTRAL] All right, and spell your first name for me?
[AGENT][NEUTRAL] It is spelled [PII] with the last initial [PII] [PII] and today's date as as the call reference.
[CUSTOMER][NEUTRAL] Alright, and then for the billing address, hold on, let me see what we have on our system, hold on, oh boy.
[CUSTOMER][NEUTRAL] Let me put this in here.
[CUSTOMER][NEUTRAL] We have a [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Awesome. OK. And how do you pronounce [PII] in today's date. OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] [PII]. OK, [PII], thank you so much for your help. God bless. Have a good day, ma'am.
[AGENT][POSITIVE] You're welcome. Same to you and thank you for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][POSITIVE] Thank you.