AccountId: 011433970860
ContactId: 05d71f34-9282-4b88-b1d6-d51df73e5e59
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 140699 ms
Total Talk Time (AGENT): 61895 ms
Total Talk Time (CUSTOMER): 50301 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/05d71f34-9282-4b88-b1d6-d51df73e5e59_20250131T16:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey there. Um, I just needed to verify if a, um, policy was eligible.
[AGENT][NEUTRAL] OK, I can get you eligibility for a patient. Can I please get your name and your callback number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, of course. My name is [PII] and callback number is [PII] and that's a direct line.
[AGENT][NEUTRAL] OK, thank you, [PII]. What is the patient's name?
[CUSTOMER][NEUTRAL] OK, patient's name is, um, [PII].
[AGENT][NEUTRAL] And what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] And his policy number, please?
[CUSTOMER][NEUTRAL] Yeah, that's gonna be 02.
[CUSTOMER][NEUTRAL] 43
[CUSTOMER][NEUTRAL] 5030.
[AGENT][NEUTRAL] OK, let me pull in that policy for us real quick.
[AGENT][NEUTRAL] OK, I do show that way does have an active policy. His effective date is [PII].
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] OK. And then, um, now does that cover at a 100%? What is, what coverage does that have for, um, DME?
[AGENT][NEUTRAL] OK, let me um look that up for you. This is um actually to uh verify he has coverage, it's not a guarantee of payment. This is a supplemental insurance policy that is secondary to the primary.
[CUSTOMER][NEUTRAL] Yeah, of course.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Absolutely.
[AGENT][POSITIVE] It helps deductible, co-pay or co-insurance.
[CUSTOMER][POSITIVE] Got you.
[AGENT][NEUTRAL] He does have a DME rider that will help with the deductible co-pay or coinsurance.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][POSITIVE] OK, perfect. Um, right, I think that was going to be all I needed today.
[AGENT][POSITIVE] OK, well you have a great weekend, [PII], and we appreciate you calling APL.
[CUSTOMER][POSITIVE] Thank you so much. You have a great day.
[AGENT][NEUTRAL] Bye-bye, sir.