AccountId: 011433970860
ContactId: c397e9b5-8c55-463a-9ace-95c762bf4365
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 134869 ms
Total Talk Time (AGENT): 52752 ms
Total Talk Time (CUSTOMER): 57691 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/c397e9b5-8c55-463a-9ace-95c762bf4365_20250523T14:32_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. I'm calling from Broward Health, and um we were just wanting to verify whether uh the patient's plan does cover her MRI.
[AGENT][NEUTRAL] I can verify benefits. May I have a policy number, [PII]?
[CUSTOMER][NEUTRAL] Sure, it's 1 2nd.
[CUSTOMER][NEUTRAL] OK, so it's 024625.
[CUSTOMER][NEUTRAL] 98
[CUSTOMER][NEUTRAL] M for Mary, L for Lima, 8.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim. So for outpatient per calendar day, the benefit amount allows $500.
[CUSTOMER][NEUTRAL] OK, meaning if the patients co-pay $600 you guys will cover 500?
[AGENT][NEUTRAL] Yes, ma'am. It will pick up the copays, the co-insurance, and or deductibles per calendar day up to the 500.
[CUSTOMER][POSITIVE] OK, got it thank you so much for that and.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Is there a call reference number?
[AGENT][NEUTRAL] Yes, it will be my name which is [PII] Last initial is [PII] along with today's date. [PII], is there anything else I can assist you with?
[CUSTOMER][POSITIVE] That would be all. Thank you so much for your help. I appreciate it, [PII].
[AGENT][POSITIVE] You're so welcome and thank you for calling American Public Life, [PII]. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye.