AccountId: 011433970860
ContactId: b06cbc55-a180-4f70-a455-94860984e76e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 158339 ms
Total Talk Time (AGENT): 66382 ms
Total Talk Time (CUSTOMER): 48940 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/b06cbc55-a180-4f70-a455-94860984e76e_20250523T20:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, can you hear me?
[AGENT][NEUTRAL] I can now.
[CUSTOMER][NEUTRAL] Hello? OK, OK, I need a very that was weird.
[AGENT][NEUTRAL] No, I know.
[CUSTOMER][NEUTRAL] Um, I need to verify benefits and eligibility, please.
[AGENT][NEUTRAL] OK, and your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], is it [PII] or [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And what's the policy number, [PII]?
[CUSTOMER][NEUTRAL] 1, I'm sorry, let me start over 01988227 M as in Mike L as in Lima 8.
[AGENT][NEUTRAL] And what's a good call back number [PII] in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you, and we're checking eligibility and this is this for service in an office setting or outpatient facility?
[CUSTOMER][NEUTRAL] We're actually providing home infusion therapy, the medication, drug, and nursing. I was wondering if this might be like a limited plan.
[AGENT][NEUTRAL] Let's see, showing an effective date of [PII].
[AGENT][NEUTRAL] Uh, currently active.
[AGENT][NEUTRAL] Now service in the home is not covered under this policy.
[CUSTOMER][NEUTRAL] What type of benefits does this plan cover?
[AGENT][NEUTRAL] It's a supplemental gap plan which is secondary to major medical and it covers in hospitals, so inpatient and outpatient services such as emergency room, urgent care, service in a hospital, or diagnostic facility.
[CUSTOMER][NEUTRAL] OK, got it. OK, and can I get a call reference number please?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You'll use my name in today's state as your reference. [PII] and first initial last name is [PII]. Any other questions?
[CUSTOMER][POSITIVE] No, that's it thank you so much for your help I appreciate it.
[AGENT][POSITIVE] You're welcome thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye bye.