AccountId: 011433970860
ContactId: b87f90ac-0ac8-423c-803a-9b13d6fc6eff
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119819 ms
Total Talk Time (AGENT): 51861 ms
Total Talk Time (CUSTOMER): 50209 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/b87f90ac-0ac8-423c-803a-9b13d6fc6eff_20250530T12:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good morning. I'm [PII] calling from CMS Dianosa Services. I have a patient here now. I need to check benefit eligibility, please.
[AGENT][POSITIVE] All right. Happy to check benefits and eligibility. What is your policy number?
[CUSTOMER][NEUTRAL] It's 1312444.
[CUSTOMER][NEUTRAL] L M L B I, I think it's MLA, but I'm not sure.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and this person born on [PII].
[CUSTOMER][NEUTRAL] I have the card here, yes.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Patient is active. Effective date is [PII]. We are their secondary insurance, so this covers deductible co-pay, co-insurance, the primary does not.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, what is the patient the benefit the patient have for outpatient dependent facility?
[AGENT][NEUTRAL] See.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] The outpatient benefit max is going to be $6000 for the calendar year. That is a verification of benefits, not a guarantee of payment.
[CUSTOMER][NEUTRAL] OK, perfect. Uh, do you have a reference for me for this call, please?
[AGENT][NEUTRAL] Call references my name with today's date. My name is [PII] Last initial is [PII], and then today's date.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, thank you [PII] have a wonderful day. That's what I need have a.
[AGENT][NEUTRAL] You too [PII] bye bye.
[CUSTOMER][NEUTRAL] Bye bye.