AccountId: 011433970860
ContactId: 55508c9b-d499-48d7-b637-e0f28c9a18ca
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 115290 ms
Total Talk Time (AGENT): 49220 ms
Total Talk Time (CUSTOMER): 58112 ms
Interruptions: 2
Overall Sentiment: AGENT=1.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/55508c9b-d499-48d7-b637-e0f28c9a18ca_20250606T14:50_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Uh, yes, I need to check benefits eligibility, please.
[AGENT][NEUTRAL] OK, I can verify benefits and eligibility for you and your name is?
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] I'm sorry, say again.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and Ms. [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] Do you want that?
[CUSTOMER][NEUTRAL] Uh, the policy number that I have is, give me one second. It is 025.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 55592.
[AGENT][POSITIVE] OK, thank you, ma'am.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] And do you have a callback number? Sure, it's [PII] last initial [PII]
[CUSTOMER][NEUTRAL] And can I have your name again please?
[CUSTOMER][POSITIVE] Yes. Thank you.
[CUSTOMER][NEUTRAL] Thank you. Um, yes, phone number, it is, it is [PII]. That's my direct number.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, thank you. And verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's [PII] and date of birth [PII].
[AGENT][NEUTRAL] OK, I'm showing her effective date is [PII]. She is active on the policy and what benefits are needing for this patient?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It's um we need DME benefits.
[AGENT][NEUTRAL] Uh, DME is not covered under the.
[CUSTOMER][NEUTRAL] For the insulin pump and the supplies?
[AGENT][NEUTRAL] Uh, DME is not covered under the policy. Yes, ma'am.
[CUSTOMER][NEUTRAL] Oh, it's an uncovered.
[CUSTOMER][NEUTRAL] Oh, OK. And [PII], may I have a reference number, please?
[AGENT][NEUTRAL] Uh, if you like, you may use my name in today's date.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] OK, thank you so much for your help.
[AGENT][POSITIVE] Alright, you're welcome, Ms. [PII]. Thank you for calling APL. Have a great weekend.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye.