AccountId: 011433970860
ContactId: 6f4f85ce-aa43-4461-b5c7-2d5188a7926d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 176179 ms
Total Talk Time (AGENT): 84352 ms
Total Talk Time (CUSTOMER): 66800 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/6f4f85ce-aa43-4461-b5c7-2d5188a7926d_20250321T19:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, I need to verify benefits please.
[AGENT][NEUTRAL] OK, snacks. May I have your name?
[CUSTOMER][NEUTRAL] My name is [PII]. Let me spell it. [PII]
[AGENT][POSITIVE] I'm so sorry, can you spell that for me one more time? Thank you.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you very much. May I also have your callback number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you very much and may I have the policy number please, Mel?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] 918.
[CUSTOMER][NEUTRAL] 365824.
[AGENT][NEUTRAL] That's the policy number for the patient?
[CUSTOMER][NEUTRAL] Yes, uh-huh.
[AGENT][NEUTRAL] OK, that is not.
[CUSTOMER][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] OK. 016.
[CUSTOMER][NEUTRAL] 11,610 ML 8.
[AGENT][POSITIVE] OK thank you appreciate that.
[AGENT][NEUTRAL] And verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you very much for the information [PII], and you're calling for eligibility and benefits for the member outpatient.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] And benefits, yes. Mhm, yes.
[AGENT][NEUTRAL] OK, yes ma'am, um, she shows effective as of [PII], excuse me, [PII], and this policy shows active now for outpatient, would you need this for an office setting or a facility charge?
[CUSTOMER][NEUTRAL] No, no, it's a, it's for DME home.
[AGENT][NEUTRAL] Oh, DME, OK.
[CUSTOMER][POSITIVE] doable medical equipment, yes.
[AGENT][POSITIVE] Thank you so much, let me check that for you.
[AGENT][NEUTRAL] OK, please note verification of benefits provided does not guarantee payment. We will pay up to $1500 for the calendar year for covered services. She does have a writer for DME for covered services.
[CUSTOMER][NEUTRAL] OK, so you guys will cover DME.
[AGENT][NEUTRAL] We cover up to 1500 and that does fall on the outpatient max of course we have to get the claimant office to review and process.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, no problem.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you. And what is your name? What is your name?
[AGENT][NEUTRAL] My name, my name is [PII]. My last initial is [PII]. Yes.
[CUSTOMER][POSITIVE] Thank.
[CUSTOMER][NEUTRAL] OK, you have a reference number for this call?
[AGENT][NEUTRAL] We do not use the reference numbers, but you can please use my name in today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No problem. All right. Thank you very much.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Well thank you for calling APL. Have a great weekend bye.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] OK you too bye bye.
[AGENT][NEUTRAL] Bye.