AccountId: 011433970860
ContactId: 5b9144c8-be20-4b9c-9d13-3c7bbecbd4c5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 271359 ms
Total Talk Time (AGENT): 93714 ms
Total Talk Time (CUSTOMER): 43743 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/5b9144c8-be20-4b9c-9d13-3c7bbecbd4c5_20250123T18:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, yes, ma'am, I am calling from a DME provider. I'm trying to see if I'm even able to bill you.
[AGENT][NEUTRAL] OK, we can definitely take a look. Do you have a patient's policy number or anything like that? What do you need from me?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I have, um, she gave me policy number 02311714.
[AGENT][NEUTRAL] OK, let's take a look.
[CUSTOMER][NEUTRAL] I don't have a copy of the card or anything. She called me on the phone, so I'm.
[AGENT][NEUTRAL] Yeah, no worries. All right, um, what is the
[CUSTOMER][NEUTRAL] I'm going in blind completely.
[AGENT][NEUTRAL] Right. OK. Um, what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, alright, so let me see here.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, so patient does have an active plan with us. It's actually a different policy number. Do you need that?
[CUSTOMER][NEUTRAL] Um, if I'm able to bill, yes.
[AGENT][NEUTRAL] Yeah, OK. Let's see.
[CUSTOMER][POSITIVE] Thank you
[AGENT][NEUTRAL] I don't know what this plan has for DME equipment. Let me see, it's a limited benefit plan, so.
[AGENT][NEUTRAL] It just pays a set amount depending upon what the patient is being treated or seen for. So let me pull this policy and just double check if it will cover anything like that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, let's see.
[AGENT][NEUTRAL] Let's see.
[AGENT][POSITIVE] Sorry for the wait. I'm just panning through this here.
[CUSTOMER][NEUTRAL] They're fine.
[CUSTOMER][POSITIVE] I'm good.
[AGENT][NEUTRAL] OK, yeah, I'm not seeing anything on the member plan that speaks to any sort of medical equipment. It looks like there's just benefits for any sort of like hospital or diagnostic testing, but that wouldn't be applicable here, so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so it wouldn't do me any good to refer anywhere else is really.
[AGENT][NEUTRAL] I don't see anything on here that yeah.
[AGENT][NEUTRAL] No, I mean, the only thing that's gonna cover is just like an office visit if they were to come in, you know, obviously and be seen for whatever they needed, they would pay towards that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I got it thank you so much for letting me know.
[AGENT][POSITIVE] Yeah, no worries.
[CUSTOMER][POSITIVE] Alright have a good day.
[AGENT][NEUTRAL] You too bye bye.