AccountId: 011433970860
ContactId: 902169eb-0da8-4795-a04c-4d26d89fe53a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 207399 ms
Total Talk Time (AGENT): 53245 ms
Total Talk Time (CUSTOMER): 61654 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/902169eb-0da8-4795-a04c-4d26d89fe53a_20250616T15:31_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling AP. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, um, I'm trying to verify eligibility. Um, I'm calling on behalf of them here.
[AGENT][NEUTRAL] OK, and may I ask who's calling?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] And do you have a phone number I can get, [PII] that in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] And do you have their policy number?
[CUSTOMER][NEUTRAL] I do. It is 02515489.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment, please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] And can I verify her date of birth?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you were needing benefits?
[CUSTOMER][NEUTRAL] Um, I need to know if it's still eligible, but also I have a claim that I'm, um, trying to find out why they denied it, um, so both of those things.
[AGENT][NEUTRAL] OK, I can help you with that. The effective date is [PII] is still active. And what date of service?
[CUSTOMER][NEUTRAL] Uh, let me see.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] What was one of the procedure codes on that bill?
[CUSTOMER][NEUTRAL] Uh, 8 70 32.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hold on just a moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Medical equipment is not covered under this policy.
[CUSTOMER][POSITIVE] OK, got you. Alright, thank you so much for that.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Um, no, that'll be it. Um, I appreciate it. What was your name?
[AGENT][NEUTRAL] My name is [PII]
[CUSTOMER][POSITIVE] Perfect. Alright, thank you so much, [PII].
[AGENT][POSITIVE] You're welcome. Thank you for calling APL Medicine. You have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye