AccountId: 011433970860
ContactId: 5017eb3e-cabe-49eb-a14e-751f26e47f0e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 163559 ms
Total Talk Time (AGENT): 40367 ms
Total Talk Time (CUSTOMER): 63599 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/5017eb3e-cabe-49eb-a14e-751f26e47f0e_20250408T18:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] with Delta Medical, and I was just trying to, um, verify benefits for a patient.
[AGENT][NEUTRAL] OK, [PII], I can help you with benefits. Do you have a good callback number?
[CUSTOMER][NEUTRAL] It's um yes ma'am hold on one second let me get it for you it is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] You have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yes ma'am, it's 02585651.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII], um, I don't have his date of birth. Well, actually, hold on one second, I'm so sorry, let me see.
[CUSTOMER][NEUTRAL] Yeah, I don't have his date of birth.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I have a group number if that helps.
[CUSTOMER][NEUTRAL] I don't.
[AGENT][NEUTRAL] Is he the patient?
[CUSTOMER][NEUTRAL] No, it's his wife, um, [PII].
[AGENT][NEUTRAL] OK. Um, do you have her date of birth?
[CUSTOMER][NEUTRAL] Yes ma'am, it is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, this is not a guarantee of payment. It's a basic outline of the policy. Uh, I show the policy is effective [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And is this for like outpatient benefits or what type of benefits are you needing?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] It's, it's just for um DME for crutches.
[AGENT][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] Uh, give me just a moment pulling that up.
[CUSTOMER][POSITIVE] OK, no problem.
[AGENT][NEUTRAL] OK, I don't show any benefits for durable medical equipment under this policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, well thank you so much.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Mm