AccountId: 011433970860
ContactId: ba43928f-fee0-481a-b7fb-dc4a25bdb712
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 176910 ms
Total Talk Time (AGENT): 60845 ms
Total Talk Time (CUSTOMER): 83411 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/ba43928f-fee0-481a-b7fb-dc4a25bdb712_20250604T16:56_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Broward Health Medical Center.
[CUSTOMER][NEUTRAL] Um, I have a patient that's scheduled to come in next week and over the phone they told me that they had American public life insurance, but uh they didn't have their, their policy ID. I was wondering if I can get their benefit information.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Can I have your name and a callback number?
[CUSTOMER][NEUTRAL] Sure, my name is [PII] and my callback number is [PII].
[AGENT][NEUTRAL] Could you provide me with the spelling of your name?
[CUSTOMER][NEUTRAL] [PII] May I ask the spelling of your name as well?
[AGENT][NEUTRAL] Of course, [PII], and today's date as a reference.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] [PII], can I have a policy number of the member that you're calling to verify benefits for? You don't have a policy number. Do you have a social?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Um, so they gave me, they gave me a number, but I'm not sure if it's a policy number.
[AGENT][NEUTRAL] So we can try it.
[CUSTOMER][NEUTRAL] Alright, it's 024.
[CUSTOMER][NEUTRAL] 08877 ML 8.
[AGENT][NEUTRAL] And what is that member's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] Date of birth of [PII].
[AGENT][NEUTRAL] And it
[AGENT][NEUTRAL] Thank you, and [PII], you're calling to verify benefits and eligibility, correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] This policy has been active since [PII] and it's currently active and the member has outpatient benefits of $1000 per calendar year, and this is not a guarantee of benefits, just a disclaimer of the policy's coverage.
[CUSTOMER][NEUTRAL] OK, so for outpatient procedures only covers 1000 a year?
[AGENT][NEUTRAL] 1000 per day.
[CUSTOMER][NEUTRAL] Oh, per day.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] Um, so if they have an outpatient procedure that costs over 1000, it only covered just that the 1st 100.
[AGENT][NEUTRAL] This benefit amount this policy only covers $1000 per calendar day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Understood.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] Uh, was that number I gave you the like confirmed policy number?
[AGENT][NEUTRAL] Yes, that is the policy number.
[CUSTOMER][POSITIVE] Alright, $1000 a day. OK, um, I guess that's all I needed to know. Thank you so much for your help.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL and have a great day. Goodbye.
[CUSTOMER][POSITIVE] All right you too bye.
[CUSTOMER][NEUTRAL] OK