AccountId: 011433970860
ContactId: 243f97b0-be6a-4616-9935-5179ff522e96
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 178660 ms
Total Talk Time (AGENT): 90505 ms
Total Talk Time (CUSTOMER): 51842 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/243f97b0-be6a-4616-9935-5179ff522e96_20250305T18:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII], and I was just reaching out in regards to [PII], and I was just wanting to verify some eligibility and benefits.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with eligibility and benefits. Can I please get your callback number, ma'am, and the name of the facility that you're calling from?
[CUSTOMER][NEUTRAL] It is [PII] with a direct extension of [PII] and it's gonna be family home medical equipment or the CPAP store.
[AGENT][NEUTRAL] OK, thank you very much. And then um what's [PII]'s policy number and date of birth?
[CUSTOMER][NEUTRAL] And the date of birth is gonna be [PII] and the policy number is gonna be 02565183.
[AGENT][NEUTRAL] OK, let me look up that policy real quick for us.
[AGENT][NEUTRAL] Alright, I do show that [PII] does have an active policy. His effective date is [PII], and this is just to verify his benefits. It's not a guarantee of payment.
[AGENT][NEUTRAL] He has, uh, it's a gap insurance that's billed secondary to the primary. It helps with deductible, co-pay or co-insurance. He has an inpatient calendar year amount of $2000 and then he also has an outpatient calendar year benefit amount of $2000.
[CUSTOMER][NEUTRAL] OK, would you mind repeating that deductible and out of pocket to me one more time?
[AGENT][NEUTRAL] Not, um, a deductible or out of pocket amount, um, this policy helps with deductible copay or co-insurance, and he has.
[AGENT][NEUTRAL] Inpatient calendar year benefit and an outpatient calendar year benefit each of $2000.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, and is there any way that I can get a reference number for our call today?
[AGENT][NEUTRAL] Yes ma'am, you can use my name [PII] in today's date.
[CUSTOMER][POSITIVE] Thank you so much I really appreciate all of your help.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. I hope you have a wonderful day, and I thank you for calling APL.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][NEUTRAL] Mm bye bye.