AccountId: 011433970860
ContactId: c2c7d9a1-8dda-49a3-a264-31c5b778c4dc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 254250 ms
Total Talk Time (AGENT): 80621 ms
Total Talk Time (CUSTOMER): 57422 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/c2c7d9a1-8dda-49a3-a264-31c5b778c4dc_20250110T16:50_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], this is [PII]. I'm calling from a durable medical provider and I just need to see if this patient's benefits are active and if she has durable medical coverage.
[AGENT][NEUTRAL] OK, yeah, I can just see if it's active and check those benefits for you, uh, [PII], can I first get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] Thank you and then do you have the policy number?
[CUSTOMER][NEUTRAL] Yeah, it's showing 60801.
[AGENT][NEUTRAL] OK, that's actually our, uh, payer ID, um, that's not the policy number. Do you maybe have their social I could search for them that way.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Um, let me see if she gave that to us. Hold on one second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] She said my member ID number is 60801. My group number is 21022 and that's all the numbers that are on my card, that's all she said.
[AGENT][NEUTRAL] OK, um.
[AGENT][NEUTRAL] I could try searching the group give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You said that group number was 21022?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then the other one that she gave me was the 60801.
[AGENT][NEUTRAL] Yeah, that's our payer ID.
[AGENT][NEUTRAL] Let's see, uh, what was the name for the insured?
[CUSTOMER][NEUTRAL] American Public Life.
[AGENT][NEUTRAL] Oh, I'm sorry, the patient's name.
[CUSTOMER][NEUTRAL] Patient's name, [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you have the date of birth?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK, well, I did find her um let me know when you're ready I'll give you that correct policy number.
[CUSTOMER][POSITIVE] I'm ready. Thank you.
[AGENT][NEUTRAL] OK, yes, it is 02575617.
[CUSTOMER][POSITIVE] Thank you so much for that.
[AGENT][NEUTRAL] Of course, so yes, it is active. Effective date was [PII], and you said we were checking a DME benefit?
[CUSTOMER][NEUTRAL] Yeah. Mhm.
[AGENT][NEUTRAL] OK, alrighty, bear with me just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Bear with me. I appreciate your patience.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Alright, um, so of course I will let you know verification of coverage is not a guarantee of payment for claims, um, so they do not have a benefit for DME on this policy.
[CUSTOMER][POSITIVE] OK perfect thanks so much for checking on that.
[AGENT][NEUTRAL] Of course is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Nope, that's everything.
[AGENT][POSITIVE] Alright, well thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] You too. Bye.
[AGENT][POSITIVE] Thank you bye bye.