AccountId: 011433970860
ContactId: 0662bdc4-cf30-4848-9c7e-c6f914b7f604
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 232360 ms
Total Talk Time (AGENT): 60610 ms
Total Talk Time (CUSTOMER): 69772 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/0662bdc4-cf30-4848-9c7e-c6f914b7f604_20250610T16:50_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, am I audible?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Hello, am I audible?
[AGENT][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Are, are you calling for claim status?
[CUSTOMER][NEUTRAL] For
[CUSTOMER][NEUTRAL] I need eligibility.
[AGENT][NEUTRAL] Eligibility. OK. Could I get your name and a good callback number?
[CUSTOMER][POSITIVE] Yes, of course. Finally you can hear me. OK.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII] and it's a direct line.
[AGENT][NEUTRAL] And what was your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, [PII], and do you have the policy number for the patient?
[CUSTOMER][NEUTRAL] Yes, that is going to be 02610144.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] Last name [PII] First name [PII]
[CUSTOMER][NEUTRAL] Date of birth is [PII] and year is [PII].
[AGENT][NEUTRAL] Can I show this policy is active and effective [PII]?
[AGENT][NEUTRAL] Um, not a guarantee of payment, basic outline of the policy. We can send over a fax back that outlines all of the covered charges with the codes, frequency and duration.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Can I send that fax to you or do you need to go over something on the phone?
[CUSTOMER][NEUTRAL] Uh, no, I just needed the, the date. Uh, did you tell me your name is [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Is it [PII] or you use some of the spelling?
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Um it's [PII]
[CUSTOMER][NEUTRAL] OK, it's [PII] at the end. And can you provide me your reference number?
[AGENT][NEUTRAL] The reference number is my name and today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. And can you tell me what is gonna be the DME in-network percentage for the
[AGENT][NEUTRAL] Uh, you said for durable medical equipment?
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] Um, this policy is for a dental policy.
[AGENT][NEUTRAL] Um, let me see if they have a medical.
[AGENT][NEUTRAL] Yeah, the number that you gave me is for dental. Um, do you have a limited hospital plan, I can pull that up.
[AGENT][NEUTRAL] Do you want that policy number?
[AGENT][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello?