AccountId: 011433970860
ContactId: 86b07f59-79e6-4e84-ad77-c0cbcca05016
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 115949 ms
Total Talk Time (AGENT): 59313 ms
Total Talk Time (CUSTOMER): 28860 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/86b07f59-79e6-4e84-ad77-c0cbcca05016_20250612T20:51_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, my name is [PII]. I'm calling from Medical West. I needed to verify eligibility and benefits for a patient.
[AGENT][NEUTRAL] OK, I can verify benefits and eligibility for you, Ms. [PII], and what is the policy number, please?
[CUSTOMER][NEUTRAL] It is 01993479.
[AGENT][NEUTRAL] OK, thank you ma'am. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and the patient's name, date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, I'm showing her effective date is [PII], and she is active on the policy. And what benefits are you needing?
[CUSTOMER][NEUTRAL] For durable medical?
[AGENT][NEUTRAL] Uh, let's see. OK, DME is covered under the policy as outpatient, um.
[AGENT][NEUTRAL] Not a guarantee of payment, just verification of coverage. With the policy is secondary, we help with primary insurance deductible, co-pay, and or co-insurance, and they have an outpatient benefit max up to $3500 per calendar year.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] OK. And is there anything else I can assist you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] Uh, just a reference number please.
[AGENT][NEUTRAL] Uh, if you like, you may use my name in today's date.
[CUSTOMER][NEUTRAL] Alright, and how do you spell your name?
[AGENT][NEUTRAL] [PII] last initial [PII]
[CUSTOMER][POSITIVE] All right thank you so much.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL have a great day.