AccountId: 011433970860
ContactId: 718f031c-4a8c-42e2-b9b2-80d8f6c1fd9f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 238399 ms
Total Talk Time (AGENT): 97761 ms
Total Talk Time (CUSTOMER): 64474 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/718f031c-4a8c-42e2-b9b2-80d8f6c1fd9f_20250317T20:08_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. Uh, I'm calling from the facility checking on the member's eligibility and the benefit information.
[AGENT][NEUTRAL] OK, well, I can help you with both the eligibility and the benefits. And may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, contact number is [PII].
[CUSTOMER][NEUTRAL] An [PII] [PII].
[AGENT][NEUTRAL] Thank you for that. And [PII], may I have the member's policy number?
[CUSTOMER][NEUTRAL] Sure, the member's policy number is 02284511.
[AGENT][POSITIVE] Thank you for that. Hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, the member's name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] You said the policy number is 228541, I'm sorry, 4511?
[CUSTOMER][NEUTRAL] Yes, 02284511.
[AGENT][NEUTRAL] OK, here we go.
[AGENT][NEUTRAL] My apologies, the wrong um account populated. So for this policy number, I am showing that it's no longer active. Um it was effective from [PII], but there is an active policy number. Let me get that for you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that's 257-881-9?
[AGENT][NEUTRAL] And that has been active since [PII].
[AGENT][NEUTRAL] And I'm pulling up the benefits now. Hold on one moment.
[AGENT][NEUTRAL] And what type of benefits did you want to go over today?
[CUSTOMER][NEUTRAL] For the me.
[AGENT][NEUTRAL] DME? OK.
[AGENT][NEUTRAL] So all the information provided is a verification of benefits, not a guarantee of payment. And on this policy, there's no durable medical equipment rider. So the policy only covers uh services done in inpatient or outpatient, but there's no coverage for durable medical equipment.
[CUSTOMER][NEUTRAL] OK. So no coverage for durable medical work.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] I'm sorry, the phone's breaking up. I didn't hear you.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] You said uh plant act is not for DME, right?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK, and the active plan member ID number is 2578819, is that right?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect thank you so much for that information and uh could you please provide me the call reference.
[AGENT][POSITIVE] You're welcome [PII].
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name in today's date. The first initial to my last name is [PII].
[CUSTOMER][POSITIVE] Thank you so much, [PII]. I really appreciate it.
[AGENT][NEUTRAL] You're welcome, [PII]. Was there anything else I can assist you with today?
[CUSTOMER][POSITIVE] Uh, no, and actually you covered everything, so thank you so much. I really appreciate it. Have a great day and stay safe.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] Thank you also. Thanks for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] Thank you bye bye.