AccountId: 011433970860
ContactId: 6c658bad-7339-41f1-8ce3-9bdfc672dfaa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 117050 ms
Total Talk Time (AGENT): 51457 ms
Total Talk Time (CUSTOMER): 37989 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/6c658bad-7339-41f1-8ce3-9bdfc672dfaa_20250605T14:11_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hey, good morning, [PII]. My name is [PII]. I'm calling from Donna Mot Systems. We're a DME provider calling to verify patient eligibility and DME benefits.
[AGENT][NEUTRAL] OK, [PII], do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Sure, direct line is [PII].
[AGENT][NEUTRAL] Thank you. And do you have their policy number?
[CUSTOMER][NEUTRAL] I do, it's 02585847 M as in Michael, L as in Lima 8.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment, please.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And can I verify her date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And you were just needing DME benefits?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK. The effective date is [PII]. Any benefits given over the phones, not a guarantee of payment.
[AGENT][NEUTRAL] And
[AGENT][NEGATIVE] DME is not covered under this policy. They do not have the DME rider.
[CUSTOMER][NEUTRAL] OK, what type of policy is this?
[AGENT][NEUTRAL] This is a secondary policy that coordinates with their primary insurance.
[CUSTOMER][NEUTRAL] Got you so it kind of acts like a supplement.
[AGENT][NEUTRAL] Yes, ma'am. Yes, sir.
[CUSTOMER][NEUTRAL] OK great and do you do call reference numbers?
[AGENT][NEUTRAL] We do not have call reference numbers. You can use my name and today's date. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] That's all. Thanks so much for your help, [PII]. You have a wonderful day.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You as well.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.