AccountId: 011433970860
ContactId: 1af22f2d-d60a-4656-865b-ba9e3652234f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 162699 ms
Total Talk Time (AGENT): 65868 ms
Total Talk Time (CUSTOMER): 57918 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/1af22f2d-d60a-4656-865b-ba9e3652234f_20250121T14:37_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello [PII], [PII] here from Silly Medical Oxygen Company and uh I'm just looking to check eligibility and benefits here.
[AGENT][POSITIVE] OK, well, I can definitely assist you with the eligibility and benefits. And [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] of course it's uh [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yeah, what we, what I have here is 01888537.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, it's for [PII], [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I am showing that the policy is active, it's been effective since [PII]. And what type of benefits would you like to go over today?
[CUSTOMER][NEUTRAL] Um, yeah, um, first off, uh, is this a supplement plan?
[AGENT][NEUTRAL] Yes, this is a supplemental gap insurance policy.
[CUSTOMER][NEUTRAL] OK, um, what, uh, supplemental plan?
[AGENT][NEUTRAL] Our policy pays towards the copay, deductible and co-insurance of covered charges after primary.
[CUSTOMER][NEUTRAL] OK. All right, thank you, hold on.
[CUSTOMER][NEUTRAL] OK, can you provide me your claims address?
[AGENT][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] The zip code is [PII].
[CUSTOMER][NEUTRAL] Thank you. Do you have a payer ID?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][POSITIVE] Thank you very much, uh, [PII]. I think I'm good. Can you provide me a reference number for this inquiry please?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name in today's date.
[CUSTOMER][POSITIVE] Thank you very much. Uh, what's your last name initial?
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][POSITIVE] Appreciate you thank you that will be all, [PII].
[AGENT][POSITIVE] Alrighty. Well, thank you so much for calling APL and I hope you have a great day, [PII].
[CUSTOMER][NEUTRAL] And me too bye bye.
[AGENT][POSITIVE] Thank you