AccountId: 011433970860
ContactId: d3a1fd09-4cde-4d3c-a3fb-f68590e9cdf6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 159110 ms
Total Talk Time (AGENT): 67722 ms
Total Talk Time (CUSTOMER): 62400 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/d3a1fd09-4cde-4d3c-a3fb-f68590e9cdf6_20250108T14:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. My name is [PII]. I'm calling from Homestead Hospital. I'm trying to verify benefits for a patient, please.
[AGENT][NEUTRAL] I can verify benefits on you. May I have a policy number?
[CUSTOMER][NEUTRAL] Of course, sorry, excuse me, um, I have 1659557.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] Uh yes, [PII] option one.
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, my Guida, uh, [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 the claim. Let me get this pulled up.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Looks like the active policy number will be 02502798.
[AGENT][NEUTRAL] This plan is effective [PII] and it is active. And which benefit can I provide for you?
[CUSTOMER][NEUTRAL] Uh, for outpatient hospital.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Outpatient calendar year allows 2500.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Has she used anything towards that?
[AGENT][NEUTRAL] Uh, let me double check.
[AGENT][NEGATIVE] No benefits have been applied to her [PII] benefits.
[CUSTOMER][NEUTRAL] Nothing has been used, OK, um, and you guys cover like deductible, co-pay and coinsurance for the primary?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] All right. And authorization is required, right, for MRI?
[AGENT][NEUTRAL] No, it is not required.
[CUSTOMER][NEUTRAL] Alright, I think that is all I need. It's a [PII] and active um and effective as a [PII] you said?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And I'm sorry, you said the policy number, um, I had, we have it wrong, it's 02502798?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] All right, perfect. That is all I needed. Can I just get a call reference number please, [PII]?
[AGENT][NEUTRAL] Yes, it will be my name, which is [PII] Last initial is [PII] along with today's date.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Alright perfect thank you so much for the help [PII]. I appreciate it have a wonderful day.
[AGENT][POSITIVE] [PII], you're so welcome and thank you for calling American Public Life. Have a great day, [PII]. Bye-bye.
[CUSTOMER][POSITIVE] You too. Thank you. Bye bye.