AccountId: 011433970860
ContactId: 6688ecb0-6070-4571-a1d1-55b242c41fde
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 115779 ms
Total Talk Time (AGENT): 60793 ms
Total Talk Time (CUSTOMER): 35397 ms
Interruptions: 0
Overall Sentiment: AGENT=2.9, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/6688ecb0-6070-4571-a1d1-55b242c41fde_20250430T14:36_UTC.wav
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[AGENT][NEUTRAL] Good Morning. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hello [PII] [PII]. I'm with 180 Medical. How are you doing today?
[AGENT][POSITIVE] I'm doing great, [PII]. How about you?
[CUSTOMER][POSITIVE] Doing good, doing good, thank you. So we had a customer come to us to purchase some DME supplies. He listed you folks as one of his insurance companies in his, uh, benefit package. I'm just verifying his benefits today.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, [PII], I'll be glad to help you go and give me your policy number.
[CUSTOMER][NEUTRAL] 214-424-8.
[AGENT][POSITIVE] Alrighty, [PII], thank you so much for that information. Now while I'm pulling this up, go ahead and give me a good return telephone card number, please, sir.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Alrighty, [PII], thank you so much for all that information. Now, your patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] All right, looks like [PII] is the insured on this medical supplemental plan. I do show this policy is terminated though. Let me go and look and see if he flipped to a different number right quick. Let's see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] No, sir [PII], I don't. So I do see that this supplemental plan went into effect on [PII], but it did terminate on [PII]. He does not have an active plan here at all.
[CUSTOMER][POSITIVE] OK, thank you very much. Have a great day. I appreciate your help.
[AGENT][NEUTRAL] Yes, sir. Is that all I can help you with, [PII]?
[CUSTOMER][POSITIVE] That's it. Thank you.
[AGENT][POSITIVE] OK, yes, sir. Thanks for calling APO [PII]. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.