AccountId: 011433970860
ContactId: 17d9051a-1ae2-4ac4-a9cb-2ecf06141115
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 108889 ms
Total Talk Time (AGENT): 55895 ms
Total Talk Time (CUSTOMER): 33140 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/17d9051a-1ae2-4ac4-a9cb-2ecf06141115_20250108T21:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I was trying to verify patients' eligibility and benefits for durable medical equipment.
[AGENT][POSITIVE] Yes, ma'am. I can assist you with benefits. Um, first, I'll need your name and a good callback number.
[CUSTOMER][NEUTRAL] It's [PII] [PII], no extension.
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] It's 01673442 M as in Mary, L as in Lima, 8.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] It's [PII] [PII].
[AGENT][NEUTRAL] 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 let's see for DME says if it's covered.
[AGENT][NEUTRAL] OK. Actually, DME is not covered under this policy.
[CUSTOMER][NEUTRAL] OK, not covered.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Um, could I get a reference number please?
[AGENT][NEUTRAL] Um, yes, ma'am. So the reference number, you can use my name in today's date. Um, my name is [PII]. It's spelled [PII] My last initial is [PII] and today's date. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] That's all I need. Thanks so much. I appreciate your help.
[AGENT][POSITIVE] Yeah, thank you, um, [PII] for calling APL. You have a great day. Mm bye.
[CUSTOMER][POSITIVE] You too thank you bye bye.