AccountId: 011433970860
ContactId: 635edb6b-85c3-4804-8f30-30c88e7531a3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 158259 ms
Total Talk Time (AGENT): 77457 ms
Total Talk Time (CUSTOMER): 69043 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/635edb6b-85c3-4804-8f30-30c88e7531a3_20250226T21:27_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, [PII]. My name is [PII]. How are you?
[AGENT][POSITIVE] I'm good, [PII], how are you?
[CUSTOMER][POSITIVE] Fine, thank you, thank you for asking.
[CUSTOMER][NEUTRAL] Oh [PII], I'm calling from a DME supplier. Uh, we have a mutual patient that has a gap insurance with your company, and we wanted to verify if his plan includes and covers DME durable medical equipment.
[AGENT][NEUTRAL] How can I
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, take a look at that for you. Could I get uh a callback number for you really quick?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank.
[AGENT][NEUTRAL] Thank you, and what is the policy number you're calling on?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I think it's this 1 0177.
[CUSTOMER][NEUTRAL] 0319 M as in Mike, L as in Lima, number 8.
[AGENT][NEUTRAL] The patient's name and date of birth?
[CUSTOMER][NEUTRAL] Members's names [PII]. Date of birth [PII].
[AGENT][POSITIVE] Thank you so much for verifying his policy. And let me give you his updated policy number.
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] It's 1,923,350.
[AGENT][NEUTRAL] And you are calling for DME benefits.
[AGENT][NEUTRAL] OK, please be advised verifying benefits does not guarantee payment. His policy with us has been effective since [PII]. It is still active.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] I show this policy does cover durable medical equipment. Uh, it will pay up to $1000 a day. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Um, so it pays $1000 per day and.
[CUSTOMER][NEUTRAL] That's for the entire period of coverage, a year, or does it have a limit, like a maximum allowed?
[AGENT][NEUTRAL] There is no, no, the limit, the maximum is the per day benefit. It's not a uh yearly max on. Yes, ma'am.
[CUSTOMER][NEUTRAL] Per day, per.
[CUSTOMER][NEUTRAL] OK, can you give me a reference number for this call, please?
[AGENT][NEUTRAL] Yes, to reference our call, you'll use my name, [PII] and today's date.
[CUSTOMER][NEUTRAL] [PII] and today's date?
[AGENT][NEUTRAL] Yeah. Yes, ma'am.
[CUSTOMER][POSITIVE] Perfect well thank you for everything. I hope you have a wonderful rest of your day OK?
[AGENT][POSITIVE] You're welcome. You have a wonderful day yourself and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Bye bye.