AccountId: 011433970860
ContactId: f8405371-e1b1-4eee-913b-a3fa67dd9d14
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 187869 ms
Total Talk Time (AGENT): 53751 ms
Total Talk Time (CUSTOMER): 80745 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/f8405371-e1b1-4eee-913b-a3fa67dd9d14_20250402T15:41_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi hello, my name is [PII], and I'm calling on behalf of Arocare. So I'm trying to check benefits and eligibility for a patient.
[AGENT][NEUTRAL] Sure, [PII], I can assist you with that. Can I have a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] So I do have the policy number is 113.
[CUSTOMER][NEUTRAL] 415-212-7
[AGENT][NEUTRAL] This is a policy number, that's too long to be a policy number, but [PII], could you provide me the callback number before you give me the policy number? Just in case the call is disconnected I can give you a call back.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK. So, my callback number is [PII]. And uh I, I will just check the policy ID.
[CUSTOMER][NEUTRAL] OK, so the one that I have here is the 023343778.
[AGENT][NEUTRAL] Could you verify that patient's name and date of birth?
[CUSTOMER][NEUTRAL] The patient's name is [PII].
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][NEUTRAL] And you're calling to verify benefits and eligibility for what type of service?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] You're calling to verify benefits for what type of service, Leo?
[CUSTOMER][NEUTRAL] For um
[CUSTOMER][POSITIVE] Durable medical equipment.
[AGENT][NEUTRAL] This policy has been active since [PII] and it's currently active.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Yes, that's correct. [PII] has DME coverage which falls under his outpatient benefits of $3000 per calendar year, and this is not a guaranteed benefits, just a disclaimer of the policy's coverage.
[CUSTOMER][NEUTRAL] I understand. And uh, uh, are you seeing any plan type on the members?
[AGENT][NEUTRAL] This is a gap insurance.
[CUSTOMER][NEUTRAL] Insurance.
[CUSTOMER][POSITIVE] OK, thank you so much.
[CUSTOMER][NEUTRAL] And uh just to make sure it's gonna be [PII], is that correct?
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] OK, so yeah, I think that's all I needed for this, um, patient, um, but before we end this call, can I have the call reference number?
[AGENT][NEUTRAL] We don't provide those, Leo, however, you can use my name in today's date as a reference.
[CUSTOMER][NEUTRAL] And what's your name again?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] I understand that, um, I think that's all I needed, so thank you so much for answering my call and have a great day.
[AGENT][POSITIVE] Thanks for calling APL Leo. You have a great day. Goodbye.