AccountId: 011433970860
ContactId: bc840e03-d57c-4f8c-9d6a-6c84c5d23c5b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 165220 ms
Total Talk Time (AGENT): 68981 ms
Total Talk Time (CUSTOMER): 51301 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/bc840e03-d57c-4f8c-9d6a-6c84c5d23c5b_20250616T17:44_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] calling from University of Miami Hospital. I'm calling to check uh for patients benefits and eligibility, please.
[AGENT][NEUTRAL] May I please have a callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And [PII], may I please have the policy number?
[CUSTOMER][NEUTRAL] Policy number will be 0021.
[CUSTOMER][NEUTRAL] 53725
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII] [PII].
[AGENT][NEUTRAL] And you're needing eligibility for this member?
[CUSTOMER][NEUTRAL] Eligibility and benefit the member is coming for an inpatient procedure, and I'm calling to check if she has the amount available that we need in order for us to uh detach the uh financial responsibility for the patient.
[AGENT][NEUTRAL] And is this for outpatient inpatient or an office setting?
[CUSTOMER][NEUTRAL] Inpatient.
[AGENT][POSITIVE] And I'm pulling those benefits up for you now.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome, and verification of coverage does not guarantee the payment of the claim. You're calling in for inpatient benefits. This member does have up to $3500 per calendar year that will go towards the primary insurance deductible, co-insurance, or co-pay.
[AGENT][NEUTRAL] This policy is only for sickness and injury. It will not cover any preventative or wellness. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] When it affected the policy?
[AGENT][NEUTRAL] The effective date is showing.
[AGENT][NEUTRAL] [PII] or [PII].
[CUSTOMER][NEUTRAL] OK. May you, uh, may I please have the spelling of your, of your first name?
[AGENT][NEUTRAL] Yes, it is spelled [PII] with the last initial of [PII] and today's date as the call reference.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK. I will go ahead and um and let the patient know. OK, [PII]? Thank you for the help. Have a nice day.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're welcome and thank you for calling American Public Life. Have a great day as well.
[CUSTOMER][NEUTRAL] OK.