AccountId: 011433970860
ContactId: b3d62e40-fceb-4c65-909e-a83f82080dad
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 116279 ms
Total Talk Time (AGENT): 59599 ms
Total Talk Time (CUSTOMER): 39732 ms
Interruptions: 0
Overall Sentiment: AGENT=2.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/b3d62e40-fceb-4c65-909e-a83f82080dad_20250213T21:07_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting APR. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, yes, my name is [PII]. I'm calling from Adapt Health Nutrition, needing to verify benefits and eligibility for a patient.
[AGENT][POSITIVE] OK, [PII], I can certainly help with eligibility and benefits. What's that policy number, please?
[CUSTOMER][NEUTRAL] 02592902
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Um, I'm probably gonna say this wrong. [PII]. Date of birth is [PII].
[AGENT][POSITIVE] I do appreciate that. Thank you. And is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Sure, it is [PII] and my direct extension is [PII].
[AGENT][NEUTRAL] Thank you very much. It does look like the policy went into effect on [PII]. It is active. Um, now, the policy, this is a, uh, limited benefit policy, um, uh, hospital indemnity, uh, the benefits, uh, it will have certain benefits that are, that are available. Is there anything in particular that I needed to look at? Uh, is it for hospital, a physician's office, uh,
[CUSTOMER][NEUTRAL] It's for DME durable medical equipment.
[AGENT][NEUTRAL] Right. Let me just check here.
[AGENT][NEUTRAL] OK, I don't show that durable medical is uh is covered under Ms. [PII]'s policy. So what this does is it, it, it pays a limited benefit for, for certain services, but, uh, DME is not one of them.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. I will um notate the patient's account. Thank you so much.
[AGENT][POSITIVE] OK, if there's anything else I can help with, thanks for contacting ATL. Have a very good afternoon.