AccountId: 011433970860
ContactId: ee1f4de7-390e-4df7-9511-b79200a3344a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125860 ms
Total Talk Time (AGENT): 52300 ms
Total Talk Time (CUSTOMER): 77730 ms
Interruptions: 1
Overall Sentiment: AGENT=2.3, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/ee1f4de7-390e-4df7-9511-b79200a3344a_20250305T16:29_UTC.wav
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[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good morning. I'm [PII] calling from CMS Diagnosis Service. I have a patient coming up tomorrow. I need to check benefit eligibility, please.
[AGENT][POSITIVE] OK, well I can definitely help you with both the eligibility and the benefits. And [PII], may I have a good contact num excuse me, number in case we're disconnected?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Thank you for that and the member's policy number?
[CUSTOMER][NEUTRAL] Mhm. It is 02519166.
[AGENT][POSITIVE] Thank you for that.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And this patient born, I'll let you know right now because I go out for uh [PII], uh sorry, this time, yeah, [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. I do see that the policy is active. It's been effective since [PII]. And what type of benefits did you want to go over today?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's for a cardia pet that's a high tech procedure.
[AGENT][NEUTRAL] Is it outpatient or inpatient?
[CUSTOMER][NEUTRAL] Outpatient please mhm.
[AGENT][NEUTRAL] OK. Um, so the outpatient benefit is up to $300 per calendar day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] So 300 per calendar date perfect OK.
[CUSTOMER][NEUTRAL] Kra day OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] So perfect. Do you have a call reference for this call, please?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name in today's date. The first initial to my last name is [PII].
[CUSTOMER][NEUTRAL] Uh, and your name again? I'm sorry.
[AGENT][NEUTRAL] My name is [PII]
[CUSTOMER][POSITIVE] And and thank you so much and I have a wonderful day. So that's what I need. bye bye.
[AGENT][POSITIVE] Thank you also and thanks for calling. All right and thanks for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] Thank you bye bye.