AccountId: 011433970860
ContactId: 17a3e738-4575-4a03-b168-8063ae42c354
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 183669 ms
Total Talk Time (AGENT): 103382 ms
Total Talk Time (CUSTOMER): 58928 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/17a3e738-4575-4a03-b168-8063ae42c354_20250324T13:30_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning. I'm calling from CMS Diagnosis service. I have a patient coming up tomorrow. I need to check my eligibility, please.
[AGENT][POSITIVE] OK, sure, I can assist you with the eligibility and benefits. May I have your name?
[CUSTOMER][NEUTRAL] Mm. [PII].
[AGENT][NEUTRAL] No
[AGENT][NEUTRAL] May I have a callback number just in case we get disconnected Miss [PII].
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] OK, the ID number is 02583474.
[AGENT][NEUTRAL] Thank you. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] and she won [PII].
[AGENT][NEUTRAL] Thank you. I'm sorry. OK, before I give you any benefit information, I need to let you know that this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And we have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plan to the major medical.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And we have an outpatient maximum of
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I get.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] It's a combined benefit. Let me double check.
[AGENT][NEUTRAL] I'm yeah let's see.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, combined. So it's a combined benefit of 5000 per covered person per calendar year. This is combined with inpatient and outpatient service.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] How much do you have?
[CUSTOMER][NEUTRAL] That she has sorry.
[AGENT][NEUTRAL] Oh, the maximum benefit is $5000 per covered person per calendar year. You need me to check and see if she has used any?
[CUSTOMER][POSITIVE] Yes, if you can please.
[AGENT][NEUTRAL] OK. Yeah sure.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, so as of today, she has used $40.
[CUSTOMER][POSITIVE] Oh good.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Perfect, um, do you have a call reference for me please for this call?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] We don't have a reference numbers. You can use my name in today's date if you will. Do you need the spelling of my name or any other information?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Uh, what is your name again? I'm sorry?
[AGENT][NEUTRAL] OK. My name is [PII]. That's initial is [PII].
[CUSTOMER][POSITIVE] Perfect thank you sir have a wonderful day. That's what I need. Thank you.
[AGENT][POSITIVE] You're welcome. Thank you. You're welcome. Have a good day, Miss.
[CUSTOMER][NEUTRAL] You too bye bye.