AccountId: 011433970860
ContactId: 5de89b2e-5566-4210-8c7a-3ec8bf47742a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 133389 ms
Total Talk Time (AGENT): 58179 ms
Total Talk Time (CUSTOMER): 57390 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/5de89b2e-5566-4210-8c7a-3ec8bf47742a_20250515T12:16_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. I'm calling from CMS diagnostic service. I have a question coming up. I need to check benefit eligibility, please.
[AGENT][NEUTRAL] OK, may I ask who's calling?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have a phone number I can get, [PII], that in case we get disconnected, I can call you back?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Sure, sure, [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, it's 02518811.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment, please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] It is uh
[CUSTOMER][NEUTRAL] And [PII] and she won.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you were just needing benefits?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yes, please, for outpatient depending facility.
[AGENT][NEUTRAL] Outpatient.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I can give those benefits to you. The effective date is [PII]. Any benefits given over the phone is not a guarantee of payment.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] This policy coordinates with the primary insurance?
[AGENT][NEUTRAL] Whatever the primary applies to their deductible, co-pay or co-insurance, we'll pay up to $300 per calendar day.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] So 300 per calendar day. OK, that's great. Just give me a second.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] [PII] OK great perfect [PII], do you have a call reference for me for this call?
[AGENT][NEUTRAL] We do not have call reference numbers. You can use my name in today's date. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] That'll be all. Thank you very much have a wonderful day.
[AGENT][POSITIVE] Thank you, [PII], for calling APLU as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Bye bye thank you
[AGENT][NEUTRAL] Bye bye.