AccountId: 011433970860
ContactId: b9de376e-fff2-4301-94f1-dd094601ba60
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 171479 ms
Total Talk Time (AGENT): 52218 ms
Total Talk Time (CUSTOMER): 32608 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/b9de376e-fff2-4301-94f1-dd094601ba60_20250416T15:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], and I was calling to verify benefits and eligibility on a patient.
[AGENT][POSITIVE] OK, [PII], I can help you with eligibility and benefits. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] 01661549
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, this is not a guarantee of payment. It's a basic outline of the policy. Uh, so the policy is effective [PII]. Policy is currently active.
[AGENT][NEUTRAL] And is this gonna be for outpatient services?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Outpatient benefit maximum is 4500 per calendar year.
[AGENT][NEUTRAL] Um, they do have a $500 deductible.
[AGENT][NEUTRAL] And then do you need to see if this has been met or?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so it looks like he's met his deductible, and we've paid out so far this year 1,55369.
[CUSTOMER][NEUTRAL] OK, and does it require authorization for DME?
[AGENT][NEGATIVE] Um, no, it does not.
[CUSTOMER][NEUTRAL] OK, and if I can get a call reference number, [PII]?
[AGENT][NEUTRAL] Um, it's just my name, [PII], first initial to last name, [PII], and today's date.
[CUSTOMER][POSITIVE] OK, thank you so much and you have a great day, OK?
[AGENT][POSITIVE] OK, thank you for calling APLU as well.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.