AccountId: 011433970860
ContactId: a69a786d-0a9e-4cc7-8b0c-f0f5729bab74
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 233720 ms
Total Talk Time (AGENT): 75942 ms
Total Talk Time (CUSTOMER): 53546 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/a69a786d-0a9e-4cc7-8b0c-f0f5729bab74_20250321T19:34_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is so. How may I assist you?
[CUSTOMER][NEUTRAL] Good afternoon. My name is [PII], and I am trying to verify benefits and eligibility for a mutual member.
[AGENT][POSITIVE] OK, sure, I can assist you with eligibility and benefits, Mr. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And may I have the name of the facility you're calling from from my location?
[CUSTOMER][NEUTRAL] Castra Medical Technology.
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] D as in Delta.
[CUSTOMER][NEUTRAL] 43722079
[AGENT][NEUTRAL] Um, do you see a policy certificate number? It's gonna start with a 0 followed by 7 digits. That's gonna be our number. That number is for IMA only.
[CUSTOMER][NEUTRAL] OK. 02596440.
[AGENT][NEUTRAL] Thank you. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And you say you need eligibility and benefits. What type of service is being rendered for benefits, Mr. [PII]?
[CUSTOMER][POSITIVE] It's gonna be durable medical equipment. I also have a procedure code.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] What's the procedure code?
[CUSTOMER][NEUTRAL] K for kite, 0606.
[AGENT][NEUTRAL] Thank you. One moment, let me pull this benefits because this is a limited policy, OK? So let me check and see if it's something covered.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] All right, let's see.
[AGENT][NEUTRAL] OK, so this one doesn't have coverage for doable medical equipment.
[CUSTOMER][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] You said, I'm sorry, say that again.
[AGENT][NEGATIVE] This one doesn't have coverage for doable medical equipment, so it's not covered under the policy.
[CUSTOMER][NEUTRAL] OK, I'm sorry, what was your name again?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] And may I please have a call reference number?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's day if you will.
[CUSTOMER][POSITIVE] Awesome. Thank you very much for your help. You have a great day.
[AGENT][POSITIVE] US home and thank you for calling APR. Have a good afternoon, Mr. [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] No