AccountId: 011433970860
ContactId: bdfbf5c8-a15d-4354-8b70-2eae5acebfd8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 170740 ms
Total Talk Time (AGENT): 70540 ms
Total Talk Time (CUSTOMER): 44379 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/bdfbf5c8-a15d-4354-8b70-2eae5acebfd8_20250623T15:09_UTC.wav
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[AGENT][POSITIVE] Thanks for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning. This is [PII]. I'm calling from the University of Miami. I'm just trying to verify the benefits of a subscriber.
[AGENT][NEUTRAL] I can verify benefits, [PII]. May I have a policy number?
[CUSTOMER][NEUTRAL] Uh yes, 02464670 ML 7.
[AGENT][NEUTRAL] May I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It'd be [PII], date of birth, [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim. Get this pulled up.
[AGENT][NEUTRAL] The active policy number will be 02.
[AGENT][NEUTRAL] 5026.
[AGENT][NEUTRAL] 60.
[AGENT][NEUTRAL] And for outpatient calendar year, the benefit allows 2500.
[CUSTOMER][NEUTRAL] Got it. Uh, has any of it been used?
[AGENT][NEUTRAL] One moment.
[AGENT][NEGATIVE] 25, no, nothing has been used for him.
[CUSTOMER][NEUTRAL] Got it. And then.
[CUSTOMER][NEUTRAL] Just, um, out of pocket?
[AGENT][NEUTRAL] This plan does not. It will pick up the copays, the co-insurance, and our deductibles up to the 25.
[CUSTOMER][NEUTRAL] OK, so no out of pocket amount?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] And then the copay and co-insurance for specialist visits?
[AGENT][NEUTRAL] OK, let me see if they have the office visit benefit.
[AGENT][NEUTRAL] So, any treatment would fall under the $25 and for the specialist office, it allows $50 per visit, 4 visits per calendar year.
[CUSTOMER][NEUTRAL] So $50 copay, no co-insurance. Got it.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're so welcome, [PII]. Is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Nope, that's all.
[AGENT][POSITIVE] Thank you for calling American Public Life, [PII]. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] Thank you. You too. Bye.