AccountId: 011433970860
ContactId: 96cdd36b-23ff-42b4-936e-653907e11708
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 136339 ms
Total Talk Time (AGENT): 53261 ms
Total Talk Time (CUSTOMER): 60319 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/96cdd36b-23ff-42b4-936e-653907e11708_20250319T13:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from a DME provider and I'm just trying to check secondary or secondary benefits for a patient we have.
[AGENT][NEUTRAL] OK, I can help with that. [PII]. What is your call back number please?
[CUSTOMER][NEUTRAL] [PII] and I'm at [PII].
[AGENT][POSITIVE] Thank you very much. And what is the policy number, please?
[CUSTOMER][NEUTRAL] Let's see here. Policy number is 02555967.
[AGENT][NEUTRAL] OK, let me just repeat that to confirm. I have that as 02555967.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Thank you verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Thank you so much and excuse me for that and you're calling for DME Benefits. One moment.
[AGENT][POSITIVE] OK, thank you so much for your patience. The member does not have DME benefits. I'm sorry.
[CUSTOMER][NEUTRAL] Is this is this secondary medical insurance though?
[AGENT][NEUTRAL] Yes, ma'am, it is.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is he active with those medical benefits?
[AGENT][NEUTRAL] He is. His policy shows effective as of. Give me one second, please. [PII].
[CUSTOMER][NEUTRAL] Yeah, that's what I have too. Can you? I have the payer ID, but can you verify or if these only come electronic? I know we wouldn't because this doesn't pertain to him for our purposes, but I'm just doing this for the file, um.
[CUSTOMER][NEUTRAL] Or is this a paper claim?
[AGENT][NEUTRAL] Uh, you can send it electronically and our payer ID is 60801.
[CUSTOMER][POSITIVE] OK perfect and [PII] um.
[CUSTOMER][NEUTRAL] Is there a call reference number to this call?
[AGENT][NEUTRAL] Uh, no, but you can use my name in today's date and my last initial is, I'm sorry, is [PII].
[CUSTOMER][POSITIVE] OK [PII], thank you so much I appreciate your help.
[AGENT][POSITIVE] You're welcome, [PII]. Thank you for calling APL. Have a good day bye.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Bye bye.