AccountId: 011433970860
ContactId: 82d6def8-d450-4370-9fe5-76aa4bd25ead
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 162729 ms
Total Talk Time (AGENT): 67882 ms
Total Talk Time (CUSTOMER): 61717 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/82d6def8-d450-4370-9fe5-76aa4bd25ead_20250214T20:20_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I'm calling from Bragg Incorporated. I need to check on a member's medical eligibility and benefits. Could you please help me with that?
[AGENT][NEUTRAL] Sure, I can verify benefits for you. And you say your name is [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and Ms. [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] Policy number is D as in Delta 44.
[CUSTOMER][NEUTRAL] 504
[CUSTOMER][NEUTRAL] 814
[AGENT][NEUTRAL] Uh, it's not one of our policy numbers. Do you have the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Yeah, the patient's name is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Last name it's [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and do you have a callback number? Oh, go ahead, I'm so sorry. What's your date of birth?
[CUSTOMER][NEUTRAL] Native food that's
[CUSTOMER][NEUTRAL] Yeah, the date of birth is [PII].
[CUSTOMER][NEUTRAL] And the callback number, it's [PII].
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And I do have an extension.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you, [PII]. And when you're ready, I can give you the policy number with our company.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, one moment please.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yes, I'm ready.
[AGENT][NEUTRAL] OK, it is 258-28008.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You are welcome. I'm showing her effective date.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Policy is active.
[AGENT][NEUTRAL] And what benefits are needing for this patient?
[CUSTOMER][NEUTRAL] Need to know whether the member plan covers durable medical equipment benefits.
[AGENT][NEUTRAL] DME um
[AGENT][NEUTRAL] Uh, no, ma'am. DMEA are doable medical equipments are not, uh, not covered under the policy.
[CUSTOMER][NEUTRAL] OK, I can make a note of it down here and for the documentation purpose, may I get the correct spelling of your name with your first initial and the reference number for this call?
[AGENT][NEUTRAL] It's [PII], and we don't give reference numbers, but if you like, you may use my name at today's date.
[CUSTOMER][POSITIVE] Thank you so much for assisting me and have a great day. Take care.
[AGENT][POSITIVE] Alright, you're welcome, [PII], and thanks for calling APL. Bye.
[CUSTOMER][NEUTRAL] Yeah bye bye.