AccountId: 011433970860
ContactId: 02ea36db-0e8e-4ec3-bf3a-bfe791e02ade
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 154589 ms
Total Talk Time (AGENT): 50691 ms
Total Talk Time (CUSTOMER): 47020 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/02ea36db-0e8e-4ec3-bf3a-bfe791e02ade_20250610T21:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, good afternoon, [PII]. My name is [PII]. I need to get eligibility and benefits for DME.
[AGENT][POSITIVE] OK, I can give you benefits. um, can I get your name and a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] My name is [PII]. First initial and my last name is [PII]. My direct line is [PII].
[AGENT][NEUTRAL] And what's the policy number, [PII]?
[CUSTOMER][NEUTRAL] 2587817
[AGENT][NEUTRAL] Did you say 258?
[AGENT][NEUTRAL] 781 7.
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK, give me just one moment to look that up.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Alright, I'm showing a different birthday than that. Um, you said [PII]?
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Yeah, let me.
[CUSTOMER][NEUTRAL] See if I have something else showing here.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Everything I have shows [PII].
[AGENT][NEUTRAL] OK, you might need to call her and see if you can get an updated uh birthday. If that is the correct birthday, um, she will need to call us and have her birthday updated because that's not the birthday we have for her.
[CUSTOMER][NEUTRAL] OK, um, [PII], thank you. Is there any way that I can get the first initial to your last name and a call reference number?
[AGENT][NEUTRAL] So we don't have call reference numbers but you can use my name and last initial in today's date so it'll be [PII] in today's date.
[CUSTOMER][POSITIVE] All right. Thank you so much for that. Um, I'll contact the patient. I hope you have a great rest of your day.
[AGENT][POSITIVE] Great thank you you too. Thank you for calling APL.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm bye bye.
[AGENT][NEUTRAL] Bye.