AccountId: 011433970860
ContactId: 079c3482-d8c3-442a-8267-6caee8d7320c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 212000 ms
Total Talk Time (AGENT): 82601 ms
Total Talk Time (CUSTOMER): 67669 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/079c3482-d8c3-442a-8267-6caee8d7320c_20250331T19:53_UTC.wav
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[AGENT][POSITIVE] Good morning. I'm sorry, good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] calling from Bravada's office to verify members' benefits.
[AGENT][POSITIVE] Well, [PII], it would be my pleasure to assist you with benefits. What is the callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and the policy number for the patient, please.
[CUSTOMER][NEUTRAL] Sure, that is.
[CUSTOMER][NEUTRAL] D as in Delta 43732539.
[AGENT][NEUTRAL] Now, our policies are all numerical, starting with a 0. Do you have a policy certificate number for the patient?
[CUSTOMER][POSITIVE] Oh no, actually I just got transferred from another line to welfare benefits to this one.
[AGENT][NEUTRAL] OK, let's do by name search. What is the last name of the patient?
[CUSTOMER][NEUTRAL] That is [PII], sorry, that is.
[CUSTOMER][NEUTRAL] Just a moment. [PII]
[AGENT][NEUTRAL] And the first name?
[CUSTOMER][NEUTRAL] That is.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] I'm checking, bear with me just one second. What's the date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Alright, thank you.
[AGENT][NEUTRAL] Uh, even I did find the medical policy for this patient. I can give you the correct policy number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] The policy number is 025.
[AGENT][NEUTRAL] 80615.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. Does this patient have DMA coverage?
[AGENT][NEUTRAL] DME is not covered under this plan. It is a limited indemnity plan.
[CUSTOMER][POSITIVE] OK, thank you so much. Can I have the policy begin date?
[AGENT][NEUTRAL] I'm sorry, can you repeat that?
[CUSTOMER][NEUTRAL] Can I have the effective date of the policy?
[AGENT][NEUTRAL] Oh, absolutely. The effective date of the plan is [PII].
[CUSTOMER][POSITIVE] OK, thank you so much. Can I have a call reference number?
[AGENT][NEUTRAL] Call reference number is my name and today's date, and I spell my name [PII]
[AGENT][POSITIVE] First initial last name, [PII]. And it was my pleasure to assist you with those benefits. Anything else I can help you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Nothing, thank you so much and you have a great day.
[AGENT][POSITIVE] I hope you have a great day as well, [PII]. Thank you for calling APL. Take care.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye-bye.