AccountId: 011433970860
ContactId: bf158dec-a142-46c0-828c-4736d96a3ff7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 185550 ms
Total Talk Time (AGENT): 62921 ms
Total Talk Time (CUSTOMER): 81101 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/bf158dec-a142-46c0-828c-4736d96a3ff7_20250319T17:13_UTC.wav
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[AGENT][NEUTRAL] APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from South Miami Hospital. Um, I have a patient here in the ER that [PII] he has American Pub Life, but there's no way that we can verify if it's, if he's, um, active. Is there any way that you can help me?
[AGENT][POSITIVE] I'd be happy to assist with eligibility. I'm sorry, can you repeat your first name for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] And see if I can get a good callback number for you.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Uh, give me one second, sorry.
[CUSTOMER][NEUTRAL] The policy number is 02003103ML8.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] The patient's name is [PII].
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][POSITIVE] Thank you for that information.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Please be advised the verification of coverage is not a guarantee of payment.
[AGENT][NEUTRAL] Um, now I do show that his coverage ended.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] He says that he was under um his parents and then he's now individually with American Pub Life.
[AGENT][NEUTRAL] OK, well that number you gave me is attached to the parent, so what's his social so I can find him.
[CUSTOMER][NEUTRAL] Uh, let me see.
[CUSTOMER][NEUTRAL] His social.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] There we go.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] All right. So I do show um his policy is active. His effective date was [PII].
[AGENT][NEUTRAL] No, were you calling for? I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] OK, can you tell me the, the
[CUSTOMER][NEUTRAL] Can you go ahead and provide me the policy number please, the new one?
[AGENT][NEUTRAL] Policy number is 227-5891.
[AGENT][NEUTRAL] And are you calling for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] It's the emergency room, so it would be inpatient.
[AGENT][NEUTRAL] I'm showing it's $7350 per calendar year.
[CUSTOMER][NEUTRAL] OK, is there a group number on the card?
[AGENT][NEUTRAL] So his group number.
[AGENT][NEUTRAL] It's 24091.
[CUSTOMER][NEUTRAL] OK, and I'm going to repeat the policy number 227-5891.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][POSITIVE] Perfect. OK, thank you so much. I really appreciate it, [PII].
[AGENT][NEUTRAL] Was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] Uh, no, he's active since [PII].
[AGENT][POSITIVE] That's correct.
[CUSTOMER][POSITIVE] Perfect thank you so much that's all.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye.