AccountId: 011433970860
ContactId: 33dfc970-5840-493a-aced-7135a22d30bf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 140860 ms
Total Talk Time (AGENT): 61741 ms
Total Talk Time (CUSTOMER): 54809 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/33dfc970-5840-493a-aced-7135a22d30bf_20250328T16:04_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], um, this is [PII] with Apria Healthcare. I'm calling to see if a mutual member has active insurance with you guys.
[AGENT][NEUTRAL] OK, I can check the eligibility for you and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Um, 02336080 ML 8.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, [PII] [PII].
[AGENT][POSITIVE] Thank you for that. And all the information provided is a verification of benefits.
[AGENT][NEUTRAL] a guarantee of payment. I am showing that the policy is active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Alright, so [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, and is it, is it like a supplement plan is it or a secondary to their primary?
[AGENT][NEUTRAL] Yes, um, this is secondary to their primary insurance. We pay towards the copay, deductible and co-insurance of covered charges after the primary.
[CUSTOMER][NEUTRAL] OK, is there a group number?
[AGENT][NEUTRAL] Yes, the group number is 259.
[AGENT][NEUTRAL] 21
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm. OK.
[CUSTOMER][NEUTRAL] Um, is anything else I need to know about this insurance?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Well, I mean, are you trying to file a claim? I can give you the claims information.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Uh, no, sorry, um, what is the reference number for this call?
[AGENT][NEUTRAL] Um, so there's no call reference number, but you can use my name and today's date. The first initial to my last name is [PII].
[CUSTOMER][NEUTRAL] OK, and what's your first name again?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] OK, and that's today's date. OK. All right, that's all I need to know. I appreciate it.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You're very welcome, [PII]. Well, thanks for calling APL and I hope you have a good day.
[CUSTOMER][POSITIVE] You too thank you all right bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.