AccountId: 011433970860
ContactId: e07abddd-f8c3-4224-8277-56d8eb78c544
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 365679 ms
Total Talk Time (AGENT): 116206 ms
Total Talk Time (CUSTOMER): 107479 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/e07abddd-f8c3-4224-8277-56d8eb78c544_20250113T19:26_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I am calling from a DME provider office to confirm on our patient on one of our patients uh benefits and eligibility today.
[AGENT][NEUTRAL] OK, [PII], so you're needing benefits and eligibility for DME is that correct?
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][POSITIVE] Yes, ma'am. I can help you with those things. And what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][POSITIVE] Thank you and the member's policy number, please.
[CUSTOMER][NEUTRAL] Uh, what I have is, looks like it is 02565.
[CUSTOMER][NEUTRAL] 007.
[AGENT][POSITIVE] Thank you, one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, give me just one second, [PII].
[CUSTOMER][POSITIVE] Yeah, no worries, take your time.
[AGENT][POSITIVE] Thank you. OK, thank you.
[AGENT][NEUTRAL] I'm sorry, I'm having to reload one of my screens, so thank you for your patience.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, [PII], any information that is provided today would be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] For sure. It is um uh [PII].
[AGENT][NEUTRAL] Oh, maybe.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] OK. I'm so sorry. Maybe I misheard the policy number.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEGATIVE] Give me the policy number one more time because that's not at all who I pulled up. I must have misheard you.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] You know what, it does say [PII] on here. I have the policy or the um
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Yeah, I have Bena gym in weeks, but looks like the patient was [PII].
[AGENT][NEUTRAL] Spell that name?
[CUSTOMER][NEUTRAL] [PII] or excuse me, [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Can you, can we do that again? Since there was a pause there, I lost you. I'm sorry. Q.
[CUSTOMER][POSITIVE] OK, you're good, you're good. I'm sorry. It is, yes, it is QA.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm. And the last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, date of birth?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK, so on this policy number that you provided for me, there is no one by that name covered. This policy is only for [PII]. His ID card actually, Molly should say individual.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I, I was 100% sure. It looks like [PII], it looks like he is their fiance, um, the person that I am calling for today, that's why I'm looking, I'm looking over like their face sheet. So if that's the case, I will, um, I'll make a note of it just so they could update and give us the pers the patient's current information for their insurance.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, sure.
[AGENT][NEUTRAL] OK. So, yes, ma'am. As of now, Mr. [PII] is the only person that is covered under this policy.
[CUSTOMER][NEUTRAL] OK, I will make note of that. Well, thank you, uh, can I get a reference number for this phone call?
[AGENT][NEUTRAL] Oh, sure. Yes, ma'am. And give me one second before we hang up. Um, one second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So I'm just gonna make a note on here. And you said that her date of birth was [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] OK, I'm so sorry and the call reference number that you would use Molly for for today would be my name along with today's date and again my name is [PII]
[AGENT][NEUTRAL] And if you need the first initials of my last name, it is [PII].
[CUSTOMER][POSITIVE] OK, perfect. All right, well thank you so much. uh, have a wonderful day.
[AGENT][POSITIVE] OK. Well, I hope you have a wonderful afternoon as well, and thank you again for calling APL.
[CUSTOMER][POSITIVE] Yes, thank you. Bye.
[AGENT][POSITIVE] You're welcome