AccountId: 011433970860
ContactId: 4df2d704-528b-4ada-b447-2a9e138c745d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120449 ms
Total Talk Time (AGENT): 57653 ms
Total Talk Time (CUSTOMER): 57039 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/4df2d704-528b-4ada-b447-2a9e138c745d_20250326T15:18_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. I'm [PII] calling from CMS Diagnosis service. I have a patient coming up tomorrow. I need to check benefit eligibility, please.
[AGENT][NEUTRAL] I can verify benefits and eligibility. May I have a policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, it is 025834.
[CUSTOMER][NEUTRAL] 34 MLA.
[AGENT][POSITIVE] Thank you. May I have your name and a good callback number?
[CUSTOMER][NEUTRAL] Sure. [PII] [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] It is [PII] and this patient born [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim. This policy is effective [PII] and it is active. Which benefit can I provide for you?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, yes, for outpatient, please.
[AGENT][NEUTRAL] Outpatient per calendar day allows $2000.
[CUSTOMER][NEUTRAL] But count the day?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Oh my God, that's a good benefit over there.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Thank you, yeah, 2000 per day, yeah, it's good.
[AGENT][NEUTRAL] Yes, it is.
[CUSTOMER][POSITIVE] That's great. Mm.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Alrighty, do you have a call reference for me please? Just a call reference if you have one?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, it will be my name, which is [PII] Last initial is [PII] along with today's date.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Perfect moment. Thank you so much. Have a wonderful day. That's what I need. Thank you.
[AGENT][POSITIVE] [PII], you're so welcome. And thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye bye.