AccountId: 011433970860
ContactId: bfbfb6ff-7040-4cde-9aa0-c94323b5043a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 146000 ms
Total Talk Time (AGENT): 71479 ms
Total Talk Time (CUSTOMER): 47027 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/bfbfb6ff-7040-4cde-9aa0-c94323b5043a_20250227T18:59_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, good afternoon. Yes, uh, I'm calling from Baptist Hospital of Miami, and I need to verify a gap insurance to see if it's active and what is the benefit for hospital outpatient services.
[AGENT][NEUTRAL] OK. May I have your name and a callback number?
[CUSTOMER][NEUTRAL] Sure. [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And may I please have the policy number?
[CUSTOMER][NEUTRAL] Yes, it's 02240463.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, I'm sorry?
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] And thank you so much, [PII] for verifying the policy. You're calling in for eligibility and outpatient benefits. Verification coverage does not guarantee the payment of the claim.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] For this policy, it is showing that it's currently active. The effective date is [PII].
[AGENT][NEUTRAL] For outpatient, the member has up to $7900 per calendar year that will go towards the primary insurance deductible, co-insurance, or co-pay. This policy is for sickness and injury only. It will not cover any preventative or wellness, and as of right now, the member has not used any of their benefits.
[CUSTOMER][POSITIVE] Perfect. So, it's 7900. OK.
[CUSTOMER][NEUTRAL] Can I have your name or a reference number for this phone call, please?
[AGENT][NEUTRAL] The reference number will be my first name [PII], last initial of [PII] and today's date. Is there anything else I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Yeah, how do you spell your name?
[AGENT][NEUTRAL] It is spelled [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you very much. Have a nice afternoon.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] Bye-bye.