AccountId: 011433970860
ContactId: bfb9402d-0cec-48a7-9eb5-c5907a4a182e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 281089 ms
Total Talk Time (AGENT): 112061 ms
Total Talk Time (CUSTOMER): 78776 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/bfb9402d-0cec-48a7-9eb5-c5907a4a182e_20250604T13:33_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hi, my name is, uh, [PII]. I'm calling from Broward Health Medical Center. Uh, I have a patient that has American Public Life, and I just wanted to verify their benefits.
[AGENT][POSITIVE] OK, well, I can definitely help you with the eligibility and benefits, and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] Sure, my direct line is [PII].
[AGENT][NEUTRAL] Thank you. And the member's policy number?
[CUSTOMER][NEUTRAL] Uh, I have it listed as 1221587.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Can you
[CUSTOMER][NEUTRAL] [PII] date of birth of [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. Um, so this particular policy number that you provided um is no longer active. It was effective from [PII].
[AGENT][NEUTRAL] But she does have an active policy. Um let me give you that policy number.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Alright, so it's 189.
[AGENT][NEUTRAL] 6451.
[CUSTOMER][NEUTRAL] So just to confirm you said 1896451?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] And when is the effect oh when it when did it become active?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] And what type of benefits did you want to go over today?
[CUSTOMER][NEUTRAL] Um, so I know this is a supplemental plan. I just wanted to know, uh, what it covers.
[AGENT][NEUTRAL] OK, we paid
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] We pay towards
[CUSTOMER][POSITIVE] Go on, I'm sorry.
[AGENT][NEUTRAL] It's OK. Uh, we pay towards the copay, deductible and co-insurance of covered charges after primary.
[AGENT][NEUTRAL] It's, um, so you all are considered outpatient, I'm assuming?
[CUSTOMER][NEUTRAL] Uh, yeah, they're coming in for an outpatient procedure.
[AGENT][NEUTRAL] OK, um, so we will pay up to $3000 per calendar year towards the outpatient expenses. Did you want me to see if any has been used this year?
[CUSTOMER][POSITIVE] Uh yes please.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] Alright, she has $2570.
[AGENT][NEUTRAL] And 50 cents left for the year.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] So she's used 4
[CUSTOMER][NEUTRAL] And would you guys
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, I was gonna say, uh, would you be able to confirm, uh, the claim address for this insurance?
[AGENT][NEUTRAL] Sure. Um, it's [PII].
[AGENT][NEUTRAL] 950.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Zip code is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] Alright and was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Uh, no, would you be able to provide a call reference number for this call though?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name in today's date. The first initial to my last name is [PII], and again my first name is [PII]
[CUSTOMER][POSITIVE] All right, thank you so much for your help today I really appreciate it.
[AGENT][POSITIVE] You're very welcome. Well, thank you for calling APL and I hope you have a great day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Alright bye.