AccountId: 011433970860
ContactId: 42e21db7-e944-4011-8123-8c88d5fc0061
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 268399 ms
Total Talk Time (AGENT): 88066 ms
Total Talk Time (CUSTOMER): 68419 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/42e21db7-e944-4011-8123-8c88d5fc0061_20250512T18:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] You in pay? A little bit.
[CUSTOMER][NEUTRAL] Yes, my name is [PII].
[CUSTOMER][NEUTRAL] With Journigan Healthcare, I'm calling to get benefits on a patient please.
[AGENT][NEUTRAL] In.
[AGENT][NEUTRAL] OK, I can help you with benefits for patients. um, [PII], what is your callback number, sir? Just in case the call is dropped.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And may I get the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I've got [PII]. Date of birth [PII].
[CUSTOMER][NEUTRAL] Policy number 02609441.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] Alright, I do show that [PII] does have an active policy. The effective date of the policy is [PII].
[AGENT][NEUTRAL] And this is just to verify her benefits. It's not a guarantee of payment. Um, she does have a limited hospital indemnity plan. Uh, can you let me know, is she going, uh, inpatient or outpatient?
[CUSTOMER][NEUTRAL] Outpatient.
[AGENT][NEUTRAL] For services outpatient and is it in an ER urgent care center or a physician's office?
[CUSTOMER][NEUTRAL] We are DME.
[AGENT][NEUTRAL] DRM, I'm sorry, what did you say?
[CUSTOMER][POSITIVE] Durable medical equipment.
[AGENT][NEUTRAL] OK. Let me look and see if she has that on her on her policy if that's covered.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me pull, I'm gonna need to pull up her complete policy so it's gonna be just a moment while it pulls in.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] No worries.
[AGENT][POSITIVE] Thank you, sir.
[CUSTOMER][POSITIVE] Hopefully that you're welcome. I want that one.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Check out my meds with me.
[CUSTOMER][NEGATIVE] Not been 8 hours since it took.
[CUSTOMER][NEUTRAL] Since I took the Norco, yes, it has. I was supposed to take it at [PII].
[CUSTOMER][NEUTRAL] Maybe you can only about you took it when you woke up.
[AGENT][NEUTRAL] I'm still looking. I haven't forgot about you. I'm searching the policy now.
[CUSTOMER][POSITIVE] No worries. Yes, ma'am, um.
[AGENT][POSITIVE] Thank you, sir.
[AGENT][NEUTRAL] OK, looking at this policy, I do not see any coverage for durable medical equipment.
[CUSTOMER][NEUTRAL] There's that thing.
[CUSTOMER][NEUTRAL] All right, can I get a reference number for this call?
[AGENT][NEUTRAL] Yes, sir. You can use my name, [PII], in today's date.
[CUSTOMER][POSITIVE] All right, [PII], thank you so much and you have a great rest of your day, OK?
[AGENT][POSITIVE] You too, [PII], thank you for calling APL and you have a good week bye bye sir.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] You're welcome. Thanks, [PII]. Talk to you soon bye bye.
[AGENT][NEUTRAL] Bye bye.