AccountId: 011433970860
ContactId: cc277720-0ab9-4b81-8073-46f273f63172
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 131960 ms
Total Talk Time (AGENT): 62348 ms
Total Talk Time (CUSTOMER): 54491 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/cc277720-0ab9-4b81-8073-46f273f63172_20250610T19:19_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. I'm calling from CMS Diagnostic Services. I have a patient coming up. I need to check benefit eligibility, please.
[AGENT][NEUTRAL] OK, well, I can verify benefits and eligibility for you. And your name is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And Ms. [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] Yes, it's 02572534 MLA.
[AGENT][NEUTRAL] OK, and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] It is [PII] and this patient born on [PII], sorry.
[AGENT][NEUTRAL] OK, I'm showing the effective date is [PII], policy is active, and what benefits are needed for the patient?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] For yes, for outpatient independent facility.
[AGENT][NEUTRAL] OK, not a guarantee of payment, just a verification of coverage. With the policy as secondary, we help with primary insurance deductible, co-pay and or co-insurance, and the patient has a benefit max of $1250 per calendar year.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, this amount is still remaining in the account?
[AGENT][NEUTRAL] One moment. Uh, yes, ma'am. He hasn't used his benefits, so it's available.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Um, when you said it is affecting day is? I'm sorry.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK perfect and your name?
[AGENT][NEUTRAL] It's [PII] last initial [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Thank you, [PII], do you have a call reference for me for this call, please?
[AGENT][NEUTRAL] If you like, you may use my name at today's date.
[CUSTOMER][POSITIVE] OK, thank you so much have a great afternoon, that's what I need.
[AGENT][POSITIVE] You too, Ms. [PII], thanks for calling APL.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.