AccountId: 011433970860
ContactId: 1f555c85-62aa-44b3-a51c-c9544c51f8e4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 226860 ms
Total Talk Time (AGENT): 69949 ms
Total Talk Time (CUSTOMER): 71641 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/1f555c85-62aa-44b3-a51c-c9544c51f8e4_20250528T13:08_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] Hi, [PII]. My name is [PII]. I'm calling from Farhetics and Orthotics INC to check up on the secondary benefit for our plan and uh
[CUSTOMER][NEUTRAL] Your name spelled as [PII]?
[AGENT][NEUTRAL] Yes, that's correct. The first initial of my last name is [PII], and you said you needed benefits?
[CUSTOMER][NEUTRAL] OK, got it.
[CUSTOMER][NEUTRAL] Yes, and eligibility as well.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I can help you with the eligibility and benefits. And [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's uh sure, it's [PII] and it's a direct line, no extension.
[AGENT][POSITIVE] Thank you and the member's policy number whenever you're ready.
[CUSTOMER][NEUTRAL] It's 022 039.
[CUSTOMER][NEUTRAL] 19 M as in Mike, L as in Lima, number 8.
[AGENT][NEUTRAL] OK, and the phone kind of went out. Did you say 02220?
[CUSTOMER][NEUTRAL] No, 022 03919 M as in Mike, L as in Lima, 8.
[AGENT][POSITIVE] Thank you again, the phone went out, my apologies. Hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Uh, it's [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So the policy is active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what type of benefits did you want to go over today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, is it, uh, the DM this plan covers DME coverage or not?
[AGENT][NEGATIVE] It does not.
[CUSTOMER][POSITIVE] Pros I'm looking for the prosthetic, prosthetic devices.
[AGENT][NEUTRAL] You said prosthetic devices?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, the policy doesn't have any coverage for durable medical equipment.
[CUSTOMER][NEUTRAL] OK, so just give, what type of plan it is?
[AGENT][NEUTRAL] This is the secondary supplemental gap insurance.
[AGENT][NEUTRAL] So we apply to the copay.
[CUSTOMER][NEUTRAL] OK. So
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Just a second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. So you can provide me the call reference number and that's from my side.
[AGENT][NEUTRAL] Sure, there's no call reference number, but you can use my name in today's date.
[AGENT][NEUTRAL] And again, the first initials of my last name is [PII].
[CUSTOMER][NEUTRAL] OK, got it.
[CUSTOMER][POSITIVE] Got it. Thank you so much, and may you have a good day. Thank you. Bye-bye.
[AGENT][NEUTRAL] Yeah, so [PII], thanks for calling APL. Bye bye.