AccountId: 011433970860
ContactId: 21f67c83-30e5-40e5-ad24-bb93d0dff3e8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 151059 ms
Total Talk Time (AGENT): 62889 ms
Total Talk Time (CUSTOMER): 50334 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/21f67c83-30e5-40e5-ad24-bb93d0dff3e8_20250520T18:57_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey, good afternoon. My first name is [PII] spelled [PII] and the initial to my last name is [PII], and I am calling from the provider's office to determine uh if there are any sort of medical benefits on this patient's plan.
[AGENT][POSITIVE] OK, sure. I can assist you with benefits, Miss [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And may I have the name of the facility you're calling from for my notes?
[CUSTOMER][NEUTRAL] Lincare spelled L I N C A R E.
[AGENT][NEUTRAL] OK, thank you. May I have the patient's policy number with you?
[CUSTOMER][NEUTRAL] Yes, let's see here. 02579889.
[AGENT][NEUTRAL] Thank you. What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Mm, OK, thank you. And what type of service is being rendered for benefits, Miss [PII]?
[CUSTOMER][POSITIVE] This is durable medical equipment.
[AGENT][NEUTRAL] OK. Mm, OK.
[AGENT][NEUTRAL] Alright, um, let me check and see if it's a cover service. This is a limited policy. Bear with me just a second while I wait on the documents to pull up.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, DMA is not a covered service under this policy.
[CUSTOMER][NEUTRAL] OK, I'm just writing all this down. All right, I will call the patient and see what they would like to do. Do you have a reference number that I could use for this?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will. Do you need the spelling of my name or any other information?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, I'll get the spelling of your name.
[AGENT][NEUTRAL] OK, that is [PII].
[CUSTOMER][POSITIVE] Thank you so much. I appreciate it.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good afternoon, Miss [PII].
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.