AccountId: 011433970860
ContactId: 798d075d-cd51-4f60-a25f-ff680b355b72
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 136690 ms
Total Talk Time (AGENT): 53983 ms
Total Talk Time (CUSTOMER): 57073 ms
Interruptions: 0
Overall Sentiment: AGENT=2.9, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/798d075d-cd51-4f60-a25f-ff680b355b72_20250102T16:12_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I am calling to see um specific benefits for durable medical equipment for this patient, please.
[AGENT][POSITIVE] OK, I'll be more than happy to help you with the DME um benefits, and [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][POSITIVE] Thank you and the policy OK.
[CUSTOMER][NEUTRAL] And the policy, I'm sorry.
[AGENT][NEUTRAL] No, you're fine.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I do not have a policy number on the card. It just says the coverage, the group, the plan name.
[CUSTOMER][NEUTRAL] There's an in-hospital or an outpatient benefit cert number. Is that the number I'm trying to give to you? OK, um,
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] It's 01936591.
[CUSTOMER][NEUTRAL] M as in Mike, L as in Lima, 8.
[AGENT][NEUTRAL] Thank you for that. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] You can. It is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And hold on one moment, let me pull up the benefits to look for DME.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] Um, so, um, they don't have any durable medical equipment, um, coverage under the outpatient benefits.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then just a reference number please.
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name, which is [PII] The first initial to my last name is [PII], and then today's date.
[CUSTOMER][POSITIVE] OK. Thank you so much. Hope you have a good day.
[AGENT][POSITIVE] You're welcome, [PII], and thanks for calling APL and happy [PII].
[CUSTOMER][POSITIVE] Happy [PII] to you too. Bye-bye.
[AGENT][POSITIVE] Thank you, bye bye.