AccountId: 011433970860
ContactId: fa189454-00ff-4503-bd6c-36c4aca9e07d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 146300 ms
Total Talk Time (AGENT): 62030 ms
Total Talk Time (CUSTOMER): 60634 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/fa189454-00ff-4503-bd6c-36c4aca9e07d_20250203T22:54_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, I'm calling to see if you can help me verify uh eligibility for a patient, please.
[AGENT][NEUTRAL] I can verify eligibility. May I have your name and the policy number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII], and it's [PII] The policy number for the patient is 01611724. M as in monkey, L as in lemon, and the number 8.
[AGENT][NEUTRAL] May I have a good callback number for you?
[CUSTOMER][NEUTRAL] Uh yes, [PII].
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. This plan is effective [PII] and it is active.
[CUSTOMER][NEUTRAL] OK. Um, does the patient have, um,
[CUSTOMER][NEUTRAL] Does the patient have any uh out of pocket or anything?
[AGENT][NEUTRAL] This plan will pick up the co-pays, the co-insurance, and our deductibles up to the benefit amount. Where is the place of service?
[CUSTOMER][NEUTRAL] Uh, the place of service is at Miami Cancer Institute. It's with Baptist Health of South Florida.
[AGENT][NEUTRAL] So, is that inpatient, outpatient, office visit?
[CUSTOMER][NEUTRAL] Out out outpatient.
[AGENT][NEUTRAL] Outpatient calendar year allows 1500.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And have they used anything towards that?
[AGENT][NEUTRAL] Please be advised the verification of coverage does not guarantee the payment of a claim and no benefits have been applied for [PII].
[CUSTOMER][POSITIVE] OK, so they have not used it. OK, perfect. Thank you so much. I appreciate your help.
[AGENT][POSITIVE] You're so welcome, and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] What would be
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] The call reference will be my name, which is [PII] Last initial is [PII] along with today's date.
[CUSTOMER][POSITIVE] Perfect thank you so much, [PII] have a great day.
[AGENT][POSITIVE] You're so welcome and thank you for calling American Public Life. Bye bye.
[CUSTOMER][NEUTRAL] 801.