AccountId: 011433970860
ContactId: 62bd0f7b-07f6-4515-8c9a-96f4dc31a3c6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 159279 ms
Total Talk Time (AGENT): 55755 ms
Total Talk Time (CUSTOMER): 67690 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/62bd0f7b-07f6-4515-8c9a-96f4dc31a3c6_20250107T15:11_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hello, good morning. My name is [PII] calling from Capital Sleep Medicine. I would like to verify a patient's eligibility and DME benefits.
[AGENT][NEUTRAL] Sure, I can assist you with that. Could you provide me with the spelling of your name and a callback number?
[CUSTOMER][NEUTRAL] Um, my name is [PII].
[CUSTOMER][NEUTRAL] Um, callback number is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. What is the policy number of the member that you're inquiring benefits for?
[CUSTOMER][NEUTRAL] Um, 217-3604.
[AGENT][NEUTRAL] Can you verify this patient's name and date of birth that you're inquiring eligibility for?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] And you're calling to verify outpatient benefits. This policy has been active since [PII] and it's currently active. This members gap insurance has outpatient benefits of $5750 per calendar year, and this is not a guaranteed benefit just a disclaimer of the policy's coverage.
[CUSTOMER][NEUTRAL] OK. So can, can I um verify if there is any accumulations or um for the deductible, uh, I mean for the benefit.
[AGENT][NEUTRAL] The policy benefits, the policy benefits.
[AGENT][NEUTRAL] The policy benefits renew every January, from January to December.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] All right. Um, so, um, this will not be required any pre-authorization.
[AGENT][NEUTRAL] No, this is the gap insurance.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, insurance.
[CUSTOMER][POSITIVE] All right. Great. Thank you so much for that information. Um, can I have your first name again, please?
[AGENT][NEUTRAL] My name is [PII], and today's date is a reference, [PII]'s we don't provide reference numbers.
[CUSTOMER][POSITIVE] Uh, all right, got it. Uh, thank you so much for your assistance.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a good day. Goodbye.
[CUSTOMER][NEUTRAL] Bye-bye.