AccountId: 011433970860
ContactId: 13c428db-3e62-41b6-806c-ae67a78489d1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 110760 ms
Total Talk Time (AGENT): 39340 ms
Total Talk Time (CUSTOMER): 48702 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/13c428db-3e62-41b6-806c-ae67a78489d1_20250528T19:08_UTC.wav
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[AGENT][NEUTRAL] Calling APO my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Berg for now.
[CUSTOMER][NEUTRAL] Hey [PII], I have a patient who provided APL with the supplemental insurance, and I'm just trying to figure out how you guys would cover a brace.
[AGENT][POSITIVE] OK, I'll be happy to assist with benefits and eligibility. May I have your first name, please?
[CUSTOMER][NEUTRAL] [PII], first initial is [PII].
[AGENT][POSITIVE] And just if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] It is I have a group number you want the cert number?
[AGENT][NEUTRAL] Um, yes, please.
[CUSTOMER][NEUTRAL] OK, 02370335 M for Mike, L for Lima, and then the number 8.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII].
[AGENT][NEGATIVE] Now I don't show that this policy has um benefits for uh durable medical equipment.
[CUSTOMER][NEUTRAL] So would uh would a wrist brace be considered durable medical equipment for you guys?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK, no DME coverage. Alright, I will let the patient know. Is there a reference number to our call, [PII]?
[AGENT][NEUTRAL] Reference is just my name [PII] last initial [PII], and the date and time of the call. Was there anything else I can assist with today?
[CUSTOMER][POSITIVE] That was it thank you.
[AGENT][POSITIVE] Thank you for calling APL you have a good day.
[CUSTOMER][NEUTRAL] You too, bye.