AccountId: 011433970860
ContactId: f0116123-3a0b-4e7c-8e15-efad8486b3a7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 113150 ms
Total Talk Time (AGENT): 45502 ms
Total Talk Time (CUSTOMER): 44716 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/f0116123-3a0b-4e7c-8e15-efad8486b3a7_20250610T17:28_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, [PII]. Good afternoon. My name is [PII] from University of Miami. I'm trying to check if this member is active with you guys to get benefits for outpatient surgery.
[AGENT][NEUTRAL] I can verify benefits and eligibility, [PII]. May I have a policy number?
[CUSTOMER][NEUTRAL] Yes, policy number is 021-75444.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] Sure. [PII].
[AGENT][POSITIVE] Thank you, one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] His name is [PII]. 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.
[AGENT][NEUTRAL] This plan is effective for [PII] and it is active.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Which benefit can I provide for you?
[CUSTOMER][NEUTRAL] Outpatient hospital, um, surgical.
[AGENT][NEUTRAL] Outpatient per calendar date allows $500.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So you guys will cover up to $500 per calendar day.
[AGENT][NEUTRAL] That is correct. We'll pick up the co-pays, the co-insurance, and or deductibles.
[CUSTOMER][POSITIVE] Insurance. OK. Perfect. Thank you so much. And [PII], the first initial to your last name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] All right. Thank you so much for your help, [PII], and you have a wonderful day.
[AGENT][POSITIVE] [PII], you're so welcome, and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.