AccountId: 011433970860
ContactId: aae259e9-85ed-47b3-a856-222ba1ea927a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 220130 ms
Total Talk Time (AGENT): 92973 ms
Total Talk Time (CUSTOMER): 78527 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/aae259e9-85ed-47b3-a856-222ba1ea927a_20250609T14:38_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, I'm [PII] from Apria Healthcare on a recorded line.
[CUSTOMER][NEUTRAL] This call is recording about patient eligibility and insurance verification.
[AGENT][NEUTRAL] OK, I'm sorry. What was your name?
[CUSTOMER][NEUTRAL] Yeah. My first name is [PII], [PII]
[CUSTOMER][NEUTRAL] And my last initial is [PII].
[AGENT][NEUTRAL] And do you have a callback number I can get in case we get disconnected I can call you back.
[CUSTOMER][NEUTRAL] Sure it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Policy
[CUSTOMER][NEUTRAL] You mean member ID number?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, sure. It's 0210.
[CUSTOMER][NEUTRAL] 0295
[CUSTOMER][NEUTRAL] M as in Mary, L 8.
[CUSTOMER][POSITIVE] Take care.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] Sure. His first name is [PII] and his last name is [PII].
[CUSTOMER][NEUTRAL] And his date of birth [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And you were needing benefits?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I can help you with that. Uh, is it for outpatient, inpatient or doctor's office?
[CUSTOMER][NEUTRAL] From provider's office.
[AGENT][NEUTRAL] OK, but is it for outpatient facility, inpatient or for a physician's office?
[CUSTOMER][NEUTRAL] It's for an outpatient.
[AGENT][NEUTRAL] OK. The effective date is [PII].
[AGENT][NEUTRAL] Any benefits given over the phone is not a guarantee of payment.
[AGENT][NEUTRAL] This policy coordinate with the primary insurance?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Whatever the primary applies to their deductible, co-pay or co-insurance only will pay up to $7350 per calendar year.
[CUSTOMER][NEUTRAL] S
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You have the claim mailing address?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] 4 A ID number.
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] 01, yes.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Then can you provide your reference name and reference number.
[AGENT][NEUTRAL] We do not have reference numbers. You can use my name and today's date. My name is [PII]
[AGENT][NEUTRAL] Last initial [PII].
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, thank you for the information, [PII]. Have a nice day.
[AGENT][POSITIVE] Thank you, [PII] for calling APL. You have a good day as well.
[CUSTOMER][NEUTRAL] You too. Bye.
[AGENT][NEUTRAL] Mhm. Bye-bye.