AccountId: 011433970860
ContactId: d0714b89-7057-444e-a960-b0fd99eb325d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 129029 ms
Total Talk Time (AGENT): 62117 ms
Total Talk Time (CUSTOMER): 45621 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/d0714b89-7057-444e-a960-b0fd99eb325d_20250515T16:28_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] I'm sorry, what was your name?
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] My name is [PII]. I'm calling from Bioentist. We're a DME provider, and I'm calling to verify eligibility and benefits on a patient.
[AGENT][NEUTRAL] OK, I can verify benefits and eligibility for you and you say your name is [PII]?
[CUSTOMER][NEUTRAL] It is [PII]
[AGENT][NEUTRAL] OK, thank you, ma'am. And what is that policy number, please?
[CUSTOMER][NEUTRAL] Policy number is 01904476.
[AGENT][NEUTRAL] 6, thank you, ma'am. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, um, [PII].
[AGENT][NEUTRAL] OK. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] OK, thank you so much. I'm showing her effective date is [PII]. She is active on the policy and what benefits are needing for this patient?
[CUSTOMER][NEUTRAL] Um, durable medical equipment.
[AGENT][NEUTRAL] OK, give me one moment to see if it's covered.
[CUSTOMER][NEUTRAL] And what kind of policy is this?
[AGENT][NEUTRAL] Uh, this is a secondary supplemental plan, helps with providers, uh, deductible co-pay or co-insurance for cover outpatient or in-hospital services, but under the plan, uh, DME is not covered.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So DMA is not a covered benefit. Perfect. That is what I needed to know. And is there a call reference number for our call?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Uh, if you like, you may use my name at today's date. And Ms. [PII], is there anything else I can assist you with today?
[CUSTOMER][POSITIVE] No, that's it. I appreciate your help.
[AGENT][POSITIVE] Yes ma'am, thanks for calling APL you have a great day.
[CUSTOMER][POSITIVE] Thanks you too bye bye.
[AGENT][NEUTRAL] Mm bye.