AccountId: 011433970860
ContactId: 14bbe652-c8fa-490b-a6c6-9c993d9c4dab
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 123480 ms
Total Talk Time (AGENT): 62502 ms
Total Talk Time (CUSTOMER): 41531 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/14bbe652-c8fa-490b-a6c6-9c993d9c4dab_20250414T20:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, can you say your name again please?
[AGENT][NEUTRAL] Um, it's [PII]. It's spelled [PII] and my last initial is [PII].
[CUSTOMER][POSITIVE] Thank you so much. uh I am calling to get eligibility and benefits please.
[AGENT][POSITIVE] Um, yes, ma'am. I can assist you with benefits. First, could I get your name and a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII]. Phone number is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] It is 025867557.
[AGENT][NEUTRAL] Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you and just let me advise you that verification of coverage does not guarantee payment of claims. Um, I'm showing the effective date on this policy was [PII] and the policy is still active. And is this service for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] It's outpatient durable medical. I have a code if it helps.
[AGENT][NEUTRAL] OK. I'm actually, I'm showing that DME is not covered under this policy.
[CUSTOMER][NEUTRAL] OK and not covered.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, uh, is there a reference number for our call EV?
[AGENT][NEUTRAL] Yes, ma'am. For the reference number, you can use my name and today's date. Um my name is spelled [PII] My last initial is [PII], and today's date. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] That is it, thank you so much.
[AGENT][POSITIVE] OK. Thank you, [PII], for calling APL. Have a great rest of your day. Mm bye.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][POSITIVE] Mm thank you.