AccountId: 011433970860
ContactId: 81702b43-5bdb-47ed-a723-a06b63049996
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 155309 ms
Total Talk Time (AGENT): 57131 ms
Total Talk Time (CUSTOMER): 72179 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/81702b43-5bdb-47ed-a723-a06b63049996_20250228T21:19_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi, good afternoon, my name is [PII]. I'm calling from CMS Diagnostics. I would like to um verify benefits for one of our patients that he's having a, a study with us on Monday.
[AGENT][NEUTRAL] I can verify benefits. May I have a policy number?
[CUSTOMER][NEUTRAL] Sure, give me one second, bear with me.
[CUSTOMER][NEUTRAL] It's 00.
[CUSTOMER][NEUTRAL] I mean, I'm sorry, 60801.
[AGENT][NEUTRAL] That is our payer ID.
[CUSTOMER][POSITIVE] Oh great, that's the one they provide us.
[AGENT][NEUTRAL] I can do a name search.
[CUSTOMER][NEUTRAL] OK, give me, OK, give me one second. I, I think I have it. Yes, I do have. OK, it's 02519166.
[AGENT][POSITIVE] Thank you, may I have a good call back number for you?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim. And which benefit can I provide for you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, um, um, he's having a cardiac pet.
[CUSTOMER][NEUTRAL] 78492.
[AGENT][NEUTRAL] That'd be inpatient, outpatient?
[CUSTOMER][NEUTRAL] It's an uh a freestanding facility, yeah, outpatient.
[AGENT][NEUTRAL] OK, so outpatient per calendar day allows $300.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] It will pick up the copays, the co-insurance, and our deductibles up to the $300.
[CUSTOMER][POSITIVE] Oh, OK, perfect.
[AGENT][NEUTRAL] Is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Alright, give me one sec. I'm right. I'm calendar.
[CUSTOMER][NEUTRAL] No, that'll be all. Can I get a, a reference number for this call?
[AGENT][NEUTRAL] Yes, it will be my name, which is [PII] Last initial is [PII] along with today's date.
[CUSTOMER][POSITIVE] OK perfect thank you so much [PII] for your help I appreciate it.
[AGENT][POSITIVE] You're so welcome and thank you for calling American Public Life [PII]. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] OK. You too, ma'am. Bye bye.