AccountId: 011433970860
ContactId: df9a283c-fc79-42b2-8ad3-72f7d6c14e38
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 171139 ms
Total Talk Time (AGENT): 75539 ms
Total Talk Time (CUSTOMER): 45433 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/26/df9a283c-fc79-42b2-8ad3-72f7d6c14e38_20250626T15:39_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Good morning. This is [PII]. I'm calling from the University of Miami. I'm trying to verify the benefits of a subscriber.
[AGENT][NEUTRAL] May I please have a callback number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] Yes, it is 02465718 ML 7.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth, [PII].
[AGENT][NEUTRAL] And you're calling in for benefits for this member?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Is there a specific benefit that you're calling in for?
[CUSTOMER][NEUTRAL] It would, uh, no, just, uh, general benefits.
[AGENT][NEUTRAL] Is it for inpatient, outpatient, office setting?
[CUSTOMER][NEUTRAL] Oh, sorry, inpatient.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And for this member verification of coverage does not guarantee the payment of the claim. This member does have a new policy number. Are you ready for that?
[CUSTOMER][NEUTRAL] Uh, yes.
[AGENT][NEUTRAL] It is 01
[AGENT][NEUTRAL] 65
[AGENT][NEUTRAL] 9641 and that policy number is currently active with the effective date of [PII].
[AGENT][NEUTRAL] For inpatient, the member does have up to $7900 per calendar year.
[AGENT][NEUTRAL] That will go towards the primary insurance deductible, co-insurance, or co-pay.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Does he have any out of pocket?
[AGENT][NEUTRAL] This is not considered their major medical. This is just the amount that we will pay towards the primary deductible coinsurance or co-pay.
[CUSTOMER][NEUTRAL] Got it. OK, so.
[CUSTOMER][NEUTRAL] And just uh it was 7000 correct?
[AGENT][NEUTRAL] 7900 per calendar year.
[CUSTOMER][POSITIVE] Got it. OK. Sorry about that.
[AGENT][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] And has he used any of that?
[AGENT][NEGATIVE] As of right now, the member has not used any of their benefits.
[CUSTOMER][NEUTRAL] Got it. OK.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] You're welcome. Thank you so much for calling American Public Life, [PII]. Have a great day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Thank you bye.