AccountId: 011433970860
ContactId: 61bb55dc-dfb6-425d-b74c-4c1ade77ee12
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 168320 ms
Total Talk Time (AGENT): 43089 ms
Total Talk Time (CUSTOMER): 47605 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/61bb55dc-dfb6-425d-b74c-4c1ade77ee12_20250306T16:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I'm calling from Orthofix. I was calling to verify benefits and eligibility for durable medical equipment.
[AGENT][NEUTRAL] OK, spell your first name for me. Did you say [PII]?
[CUSTOMER][NEUTRAL] Yes, it's [PII]. Yeah, you got it.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK and then.
[AGENT][NEUTRAL] Thought that's what I heard but I wasn't for sure and you're looking for DME benefits?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] And the policy number?
[CUSTOMER][NEUTRAL] It is 023-315-95 M as in Mary, L as in Lima 8.
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]. And um before I forget to ask, can I have the first letter of your last name?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Uh huh thanks for the information. OK, one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Thank you for that information.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I'm showing the policy effective date.
[AGENT][NEUTRAL] Is [PII]. I show this policy is no longer active as of [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Ah
[CUSTOMER][NEUTRAL] You said [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, and is there a reference number for today's call?
[AGENT][NEUTRAL] My name in today's date.
[CUSTOMER][POSITIVE] Sounds great. Thank you so much for your help. I do appreciate you.
[AGENT][POSITIVE] You're welcome, [PII]. Thank you for calling APL if no other questions, have a good day.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][NEUTRAL] Bye bye.