AccountId: 011433970860
ContactId: f43c9a39-1930-46f8-8250-4e4cf464481b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 208479 ms
Total Talk Time (AGENT): 82248 ms
Total Talk Time (CUSTOMER): 75511 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/f43c9a39-1930-46f8-8250-4e4cf464481b_20250625T19:20_UTC.wav
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[AGENT][NEUTRAL] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from Nationwide Medical. And my concern is for the member plan. I want to check the eligibility and the benefits.
[AGENT][POSITIVE] Sure, [PII], I can assist you with benefits. Um, first, I'll need a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] Sure. The callback number I have is [PII] and it's a direct line.
[AGENT][NEUTRAL] Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] Sure, let me give it to you. I have 02145415 M as in Mike, L Larry, number 8.
[AGENT][NEUTRAL] OK, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK. Thank you and just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII] and the policy is still active. And what other information do you need?
[CUSTOMER][NEUTRAL] Just let you the verification
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Uh, first, I want to know, are we, uh, I mean, are you schedule your primary insurance for the member plan?
[AGENT][NEUTRAL] This is secondary gap insurance.
[CUSTOMER][NEUTRAL] OK. Will you cover the primary deductible and co-insurance for DME?
[AGENT][NEUTRAL] Let's see, one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, ma'am. Thanks for your patience. Um, no, ma'am, DME is not covered under this policy.
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] OK, so no DME is covered.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] I, I got it. Can you spell your name for me?
[AGENT][NEUTRAL] Yes, my name is [PII]. Um it's spelled [PII] and my last initial is [PII]. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] No, that's all for now, but can you provide me the claim mailing address and the reference number I can use?
[AGENT][NEUTRAL] Um, yes, the mailing address is
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and that's in [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I got it. And the reference number I can use?
[AGENT][NEUTRAL] The reference number, you can use my name and today's date. My name is [PII] um it's spelled [PII] E. Last initial is [PII] and today's date. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][POSITIVE] No, that's all for now and have a nice day.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling ATL and bye.
[CUSTOMER][NEUTRAL] Bye bye.