AccountId: 011433970860
ContactId: 51cafa92-c159-4ff4-890e-e196600123ff
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120080 ms
Total Talk Time (AGENT): 45657 ms
Total Talk Time (CUSTOMER): 64931 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/51cafa92-c159-4ff4-890e-e196600123ff_20250327T12:16_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] For calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII], good morning. My name is [PII] and I'm calling from AIA Healthcare on a recorded line. I'm calling to verify a patient's eligibility and benefits information for durable medical equipment in a secondary role, please.
[AGENT][NEUTRAL] I can verify eligibility and benefits, [PII], may I have your policy number?
[CUSTOMER][NEUTRAL] Yes, the patient's policy number is 02465027 and then she said it was ML8.
[AGENT][POSITIVE] Thank you. And may I have a good callback number for you?
[CUSTOMER][NEUTRAL] Yes, it's [PII] and my extension is [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim. This policy is effective [PII] and it is active.
[AGENT][NEUTRAL] And let me verify those benefits.
[AGENT][NEGATIVE] This policy does not have DMA benefits.
[CUSTOMER][NEUTRAL] OK, no DME benefits whatsoever. OK. That's what I thought. I thought I looked at on the website and it wasn't any DME but I had to double check because she was saying it did. So, um, and the patient, all she has to do is just call in to you guys and you guys will be able to give her that information on DME.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, I appreciate it. Thank you so much and you have a great day.
[AGENT][POSITIVE] [PII], you're so welcome and thank you for calling American Public Life. Have a great day as well. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye bye.