AccountId: 011433970860
ContactId: e5b89365-3253-4981-b5f5-c0ba40d76aee
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 84650 ms
Total Talk Time (AGENT): 46040 ms
Total Talk Time (CUSTOMER): 44168 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/e5b89365-3253-4981-b5f5-c0ba40d76aee_20250205T15:09_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] Yeah
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from Memorial Cardiac Services. I'm trying to verify if a patient plan is active.
[AGENT][NEUTRAL] OK, I can help you with that. [PII]. Could I get a callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] thank you and what is the policy number you're calling on?
[CUSTOMER][NEUTRAL] like
[CUSTOMER][NEUTRAL] 1960612
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you so much for verifying the account and you said you're calling for eligibility today?
[CUSTOMER][NEUTRAL] Yes, um, to see if the plan is active and to see do you cover diagnostic testing co-payments or, um, payments if it is.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Please be advised verifying benefits is not guarantee payment. This policy has been effective since 121 of 20. It is still active.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] For diagnostic testing. Uh, it is covered under the outpatient benefit.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Uh, the benefit pays up to $7350 a calendar year.
[CUSTOMER][NEUTRAL] the
[CUSTOMER][NEUTRAL] OK, no problem, that's all I needed to verify it.
[AGENT][POSITIVE] OK, [PII], you have a wonderful day. Thank you for calling APL mhm bye bye.
[CUSTOMER][POSITIVE] Thank you you as well thank you.
[CUSTOMER][NEUTRAL] Bye bye.