AccountId: 011433970860
ContactId: f21ee87b-705e-4ac8-8918-bbd790babd0c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 98379 ms
Total Talk Time (AGENT): 45357 ms
Total Talk Time (CUSTOMER): 31928 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/f21ee87b-705e-4ac8-8918-bbd790babd0c_20250318T16:47_UTC.wav
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[AGENT][NEUTRAL] For calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, this is [PII], and I'm needing to verify um eligibility and benefits for a patient.
[AGENT][POSITIVE] I'd be happy to assist with benefits and eligibility today, [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Sure it's [PII] and it's option 2.
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Um, I have 024517887.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] Uh, it's gonna be [PII] and it's [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII]. And are you calling for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] Uh, it's for CPAP supplies for in home.
[AGENT][NEUTRAL] OK. I do show that the durable medical equipment benefit will fall under the outpatient benefit and I'm showing that that is $1000 per day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, and do you all do call reference numbers?
[AGENT][NEUTRAL] The reference would just be my name [PII] last initial [PII], and the date and time of the call. Was there anything else I can assist with today?
[CUSTOMER][POSITIVE] Perfect, no, that'll be all.
[AGENT][POSITIVE] Thank you for calling APL you have a good day.