AccountId: 011433970860
ContactId: d491e76c-a02d-4170-84f9-b1c9f7299f53
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 178470 ms
Total Talk Time (AGENT): 71791 ms
Total Talk Time (CUSTOMER): 54542 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/d491e76c-a02d-4170-84f9-b1c9f7299f53_20250428T16:13_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, how are you? My name is [PII]. I'm calling from South Miami Hospital. I'm calling to verify benefits for a patient.
[AGENT][NEUTRAL] Thank you and may I please have a callback number and then the policy number?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And the policy number I have is 02550840.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Her name is [PII]. Hold on, sorry.
[CUSTOMER][NEUTRAL] Um, [PII], date of birth is [PII].
[AGENT][POSITIVE] And thank you so much for verifying this member's policy. What type of benefit are you needing for me to verify?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, give me one second, hold on, sorry.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Hi.
[CUSTOMER][POSITIVE] Good, how are you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, no problem thanks bye.
[CUSTOMER][POSITIVE] Sorry about that, hello?
[AGENT][NEUTRAL] Yes, I'm here.
[CUSTOMER][NEUTRAL] Hello, I'm sorry about emergency room but.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] For emergency room benefits.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, I'm pulling that up for you now.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And for this member verification of coverage does not guarantee the payment of the claim. For ER the member does have up to.
[AGENT][NEUTRAL] $3000 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 does not cover any preventative or wellness. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Um, yes, when do they have an Active sense?
[AGENT][NEUTRAL] OK. Do they have, what type of?
[CUSTOMER][NEUTRAL] No, since when has this insurance been active? Sorry.
[AGENT][NEUTRAL] Oh, eligibility for this member, it shows date of date is [PII].
[CUSTOMER][NEUTRAL] [PII]. Perfect. And your name?
[AGENT][NEUTRAL] It is [PII]. Would you like for me to spell that for you?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] It is spelled [PII] [PII] and today's date will be the call reference.
[CUSTOMER][POSITIVE] Perfect, thank you so much.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] You too bye.