AccountId: 011433970860
ContactId: a79f1551-d3dd-4782-8ea8-12865ae0e061
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 128979 ms
Total Talk Time (AGENT): 62834 ms
Total Talk Time (CUSTOMER): 40632 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/a79f1551-d3dd-4782-8ea8-12865ae0e061_20250221T15:17_UTC.wav
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[AGENT][NEUTRAL] Contacting APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] with Byroom Healthcare Centers. I'm just calling to see if you guys have received a claim.
[AGENT][NEUTRAL] I can certainly look up a claim. [PII], what's the policy number, please?
[CUSTOMER][NEUTRAL] It is 022-038-37.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you, is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Yeah my direct line with secure voicemail is [PII].
[AGENT][POSITIVE] I appreciate that. What's the date of service we're looking for for [PII]?
[CUSTOMER][NEUTRAL] Data service is [PII].
[AGENT][NEUTRAL] And is there a particular build amount?
[CUSTOMER][NEUTRAL] Yeah, it's $2410.68.
[AGENT][NEUTRAL] Thank you. Your claim number is 3554105.
[AGENT][NEUTRAL] Now, the policy, um,
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Let's see what this is.
[AGENT][NEUTRAL] Checking on this.
[AGENT][NEUTRAL] Showing that this is a a disposable um non-durable medical equipment.
[AGENT][NEUTRAL] Um, glucose monitoring.
[CUSTOMER][NEUTRAL] Correct, it's diabetic DME.
[AGENT][NEUTRAL] Right. Um, now that is not covered under this policy. It looks like we received your claim, um, on the, um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, let's see. On the [PII], we process it on the [PII], but this uh type of um machine is not covered under the policy.
[CUSTOMER][NEUTRAL] OK, that's what I needed to know. Alright, well, is there a reference number for our call, [PII]?
[AGENT][NEUTRAL] Yes, my name is [PII]. The first letter of my last name is [PII]. We're gonna use that in today's date as a reference. Is there anything else at all that I can help with?
[CUSTOMER][POSITIVE] No, that is everything. I appreciate it.
[AGENT][POSITIVE] Mhm. Well, thank you for contacting AT. Have a good one.