AccountId: 011433970860
ContactId: 7864fbac-a96d-43d2-b032-a175012f5452
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 103980 ms
Total Talk Time (AGENT): 56971 ms
Total Talk Time (CUSTOMER): 49678 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/7864fbac-a96d-43d2-b032-a175012f5452_20250612T15:13_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good morning. I'm [PII] calling from CMS Diaosta Services. I have a patient coming up tomorrow. I need to check benefit eligibility, please.
[AGENT][NEUTRAL] OK, I can help you with that. Uh, can I get a callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number you're calling on?
[CUSTOMER][NEUTRAL] Yes, it's 02518760.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and she won [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying the policy. And you are calling for outpatient diagnostic benefits. OK. Please be advised verifying benefits is not guaranteed payment. The policy has been effective since [PII]. It is still active.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yes, that's correct, yes, mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And let's see we have.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] For outpatient diagnostics, I show the policy pays pays up to $300 a day.
[AGENT][NEUTRAL] Is there anything else I can help you?
[CUSTOMER][NEUTRAL] Just $300 a day.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] Yes, perfect. OK, no, sometimes I have 5000, 7000.
[CUSTOMER][NEUTRAL] There's nothing. OK. Do you have call reference for me please for this call?
[AGENT][NEUTRAL] Yes, ma'am. To reference our call, you will use my name, [PII], today's date.
[CUSTOMER][POSITIVE] Perfect, thank you so much. Have a wonderful day. That's what I need. Thank you.
[AGENT][POSITIVE] You're welcome. You have a wonderful day yourself. Thank you for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] You too. Mm bye-bye.
[CUSTOMER][NEUTRAL] Uh.