AccountId: 011433970860
ContactId: e903c5a5-7616-4bc2-8735-9ae701e49d0a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 454250 ms
Total Talk Time (AGENT): 105966 ms
Total Talk Time (CUSTOMER): 110357 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/e903c5a5-7616-4bc2-8735-9ae701e49d0a_20250409T19:42_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Um, yeah, hi [PII]. This is [PII], and I'm calling from Presinus Medical Care and um, I'm just gonna be checking eligibility for an outpatient dialysis.
[AGENT][POSITIVE] Alright, and thank you for that. Go ahead and give me a good policy number.
[CUSTOMER][NEUTRAL] Um, sure. I have the um ID in front of me. I'm not sure which of these is the policy number. Um, let, I just have here the insurance, um, the insured name, coverage, group number, and is it the plan?
[AGENT][NEUTRAL] Do you see they says certificate number, [PII]?
[CUSTOMER][NEUTRAL] Yes, but what, um, the information that I just have here is, um, the plan information or the outpatient benefits cer um cert number, would that help?
[AGENT][POSITIVE] That's what I need.
[CUSTOMER][NEUTRAL] OK, so yeah, um, whenever you're ready.
[AGENT][POSITIVE] I'm ready.
[CUSTOMER][NEUTRAL] OK, so it's 01548508 M [PII] number [PII].
[AGENT][POSITIVE] Alrighty, and thank you so much for all that information. Now while I'm pulling this up, go ahead and give me a good return telephone call number please, ma'am.
[CUSTOMER][NEUTRAL] Um, sure, so please hold on.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so yeah, the best callback number would be um [PII].
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][POSITIVE] Alrighty, [PII], thank you so much for all that information. Now, your patient's name and date of birth today, please, ma'am.
[CUSTOMER][NEUTRAL] Um, sure. First name would be [PII] and uh the last name would be, um, [PII].
[AGENT][NEUTRAL] And date of birth.
[CUSTOMER][NEUTRAL] Sure, date of birth would be [PII].
[AGENT][NEUTRAL] Alright, thank you for all of that information. And now this show this medical supplemental plan went into effect one more in [PII]. It is still current and active, but I must advise that verification of coverage is not a guarantee of payment on the claim, but you did say you're calling to check to see if dialysis is a covered benefit. Is that correct?
[CUSTOMER][NEUTRAL] Oh yeah, I just need to know um if it's gonna be covering um dialysis for outpatient and if it's active.
[AGENT][NEUTRAL] The policy is active, but we do not cover dialysis here. It is not a covered benefit under his plan.
[CUSTOMER][NEUTRAL] Oh OK and uh just to confirm um if I'm gonna be adding this, uh this plan um on the patients, um, coverage, the member ID that I should provide is the one that I provided you earlier is that correct?
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yes, that is correct, and yes, ma'am.
[CUSTOMER][NEUTRAL] All right, OK, so yeah, I guess I've got everything that I needed, by the way, um, can you kindly please spell out your name for me?
[AGENT][POSITIVE] I sure can, and, and is that all that I can help answer for you today?
[CUSTOMER][NEUTRAL] Yes, that would be all.
[AGENT][NEUTRAL] Alright. Yes, ma'am, and we don't give reference numbers, but you can use my name in today's date and my name is [PII] and that is spelled [PII]
[CUSTOMER][NEUTRAL] This.
[CUSTOMER][POSITIVE] Uh, all right, thank you very much for that and have a wonderful shift. Bye bye.
[AGENT][POSITIVE] You as well, and, and thanks for calling APL. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] [PII], this is um [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] My mama told me don't get cocky.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] My mama said, don't get cocky.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] on me.
[AGENT][NEUTRAL] Ma.
[AGENT][NEUTRAL] Mhm.