AccountId: 011433970860
ContactId: 5757a7ac-9553-46c9-805d-14175b538c1a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 159789 ms
Total Talk Time (AGENT): 59373 ms
Total Talk Time (CUSTOMER): 40317 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/5757a7ac-9553-46c9-805d-14175b538c1a_20250421T20:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from Apria Healthcare on a recorded line. Could you please help me with eligibility and benefits?
[AGENT][NEUTRAL] OK, and could you repeat your name for me please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And may I please have a callback number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] 02180.
[CUSTOMER][NEUTRAL] 320.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And may I please have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] And you're calling in for eligibility and benefits, is there a specific benefit you're calling in for?
[CUSTOMER][NEUTRAL] In-network durable medical equipment benefits.
[AGENT][POSITIVE] Thank you and I'm pulling that information up for you now.
[AGENT][NEUTRAL] And in regards to this policy eligibility, it is showing that it is currently active with the effective date of [PII]. For DME verification of coverage does not guarantee the payment of the claim. This policy does not cover any DME benefits. Is there anything else that I can assist you with today, Save [PII]?
[CUSTOMER][NEGATIVE] So the member has no DME benefits.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] Can I, can I please have your name, please? Spell.
[AGENT][NEUTRAL] Yes, it is, it is [PII] and it is spelled [PII] Last initial of [PII] and today's date will be used as the call reference.
[CUSTOMER][POSITIVE] Thank you so much for your assistance, assistance, [PII].
[CUSTOMER][POSITIVE] Have a great day ahead.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day as well.