AccountId: 011433970860
ContactId: 1c5f45b6-0e17-4475-afc6-8e3f6fc9a050
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 273739 ms
Total Talk Time (AGENT): 107352 ms
Total Talk Time (CUSTOMER): 71859 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/1c5f45b6-0e17-4475-afc6-8e3f6fc9a050_20250121T17:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] calling with Continuum RX. Uh, I was calling to verify eligibility and benefits for home infusion therapy for a patient.
[AGENT][NEUTRAL] OK, I can help you with benefits um for the patient. Can Miss [PII], can you please give me your callback number?
[CUSTOMER][NEUTRAL] Absolutely it's [PII].
[AGENT][NEUTRAL] Thank you and then what's the patient's name?
[CUSTOMER][NEUTRAL] Patient's name is [PII] Last name [PII], [PII]
[AGENT][NEUTRAL] OK. And what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And then [PII]'s policy number please.
[CUSTOMER][NEUTRAL] It is, give me one second I need to zoom in on that.
[CUSTOMER][NEUTRAL] 02576516
[AGENT][NEUTRAL] OK, let me pull in that policy real quick.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy and the effective date is [PII] and.
[AGENT][NEUTRAL] I'll have to look on the policy and pull it in and read it to see if it has home infusion therapy.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It's gonna be just a minute for the computer to pull it up and pull it in for me to be able to look at it.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] Um, just wanna let you know, so you weren't wondering if I forgot about you or not.
[AGENT][NEUTRAL] OK, now let me look.
[AGENT][NEUTRAL] So this is gonna be considered outpatient?
[CUSTOMER][NEUTRAL] Uh, yes, uh, outpatient in the patient's home.
[AGENT][NEUTRAL] OK, let me look, see if that's covered.
[AGENT][NEUTRAL] OK, so looking um at the policy and the for and this is just to verify coverage it's not a guarantee of payment the outpatient.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Pardon me, is um covered for accident and sickness if done in an emergency room, urgent care facility, a physician's office, or a, a speech or occupational therapy facility.
[CUSTOMER][POSITIVE] Mm, alrighty.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][POSITIVE] Oh, and then let's see, is there a reference number for today? I appreciate your help so very much.
[AGENT][POSITIVE] Oh yes ma'am, it's my pleasure to help you. Uh, my reference number would be my name [PII] and today's date.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All righty. So, home infusion therapy is uh non-covered under the plan?
[AGENT][NEGATIVE] Right. Um, it does not provide information for.
[AGENT][NEUTRAL] Being done at home.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All righty. Thank you so much. I hope you have a wonderful day today.
[AGENT][POSITIVE] You too thank you so much for calling us [PII]. You have a blessed day also.
[CUSTOMER][NEUTRAL] You too. Mm bye.
[AGENT][POSITIVE] Thanks for calling APL.
[AGENT][NEUTRAL] Mm bye bye.