AccountId: 011433970860
ContactId: e4657470-00c8-46f3-bbfb-d2f772246b7f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 72360 ms
Total Talk Time (AGENT): 32300 ms
Total Talk Time (CUSTOMER): 31018 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/e4657470-00c8-46f3-bbfb-d2f772246b7f_20250404T16:30_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, hi, this is [PII] calling from Bioventis. I need to verify eligibility for a member.
[AGENT][NEUTRAL] Sure, [PII], I can assist you with that. Can I have a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] [PII] policy number is 01644021.
[AGENT][NEUTRAL] Could you verify the patient's name and date of birth for me, [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII] [PII].
[AGENT][NEUTRAL] You're calling to verify benefits for is it inpatient or outpatient office visits?
[CUSTOMER][NEUTRAL] It's out outpatient durable medical equipment do they have durable medical equipment coverage?
[AGENT][NEGATIVE] Unfortunately, the member's policy does not cover doable medical equipment.
[CUSTOMER][NEUTRAL] OK, alright, thank you. Do we have a call reference for today?
[AGENT][NEUTRAL] We don't provide a reference numbers. [PII]. However, you can use my name and today's date as a reference is [PII], and today's date.
[CUSTOMER][POSITIVE] OK, thank you so much you have a good weekend.
[AGENT][POSITIVE] Thanks for calling APO. You have a great one as well. Goodbye.
[CUSTOMER][NEUTRAL] You too bye bye.