AccountId: 011433970860
ContactId: 1c501326-4f9a-4d85-8d0f-98a4f47c1c2b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 134679 ms
Total Talk Time (AGENT): 63533 ms
Total Talk Time (CUSTOMER): 43616 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/1c501326-4f9a-4d85-8d0f-98a4f47c1c2b_20250113T21:47_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][POSITIVE] Good afternoon
[CUSTOMER][NEUTRAL] Yes, this is [PII] calling from Bioventis DME. I need to get benefits for a member's policy.
[AGENT][POSITIVE] OK, sure, I can assist you with the main benefits and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 60801.
[AGENT][NEUTRAL] OK, that's the payer ID, um, do you see a policy number?
[CUSTOMER][NEUTRAL] Oh, I
[CUSTOMER][NEUTRAL] I don't, I don't have the copy of the card. I got the patient's name and date of birth.
[AGENT][NEUTRAL] OK, bear with me just a second, let me pull another system.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, what's the spelling of the last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and the spelling of the first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] That was [PII], [PII].
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And the date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, perfect, thank you.
[AGENT][NEUTRAL] Alright, um, let me see if we covered you one moment.
[CUSTOMER][NEUTRAL] Yeah, yeah, because they have a primary insurance also, but it's all going toward the deductible.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Um, Ms. [PII], this policy doesn't cover DME.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] OK, that's fine and what was your name again please?
[AGENT][NEUTRAL] Mhm. Mhm. My name is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much for your help.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today?
[CUSTOMER][POSITIVE] No ma'am, that's it thank you.
[AGENT][POSITIVE] Mm. You're welcome and thank you for calling APL. Have a good afternoon.
[CUSTOMER][NEUTRAL] You too bye bye.