AccountId: 011433970860
ContactId: 71bf28f4-c51d-47ca-835e-83af14da0ac3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 146000 ms
Total Talk Time (AGENT): 81760 ms
Total Talk Time (CUSTOMER): 41542 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/71bf28f4-c51d-47ca-835e-83af14da0ac3_20250131T21:35_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name's [PII]. I'm calling from Orthotics. We're a DMA provider, and I just needed to verify benefits for a patient.
[AGENT][POSITIVE] [PII], it would be a pleasure to assist you with benefits for this patient. What is the callback number, please?
[CUSTOMER][NEUTRAL] [PII] and that's direct to me.
[AGENT][NEUTRAL] Thank you, [PII], and the policy number for the patient?
[CUSTOMER][NEUTRAL] That is going to be 02464656 ML 8.
[AGENT][NEUTRAL] Thank you, [PII]. And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Now I'm checking for [PII]'s policy. This policy is not active. Let me see if he has active coverage.
[AGENT][NEUTRAL] He does have an active policy. Can I give you his active policy information?
[CUSTOMER][POSITIVE] Yes, that would be great thank you.
[AGENT][NEUTRAL] My pleasure, [PII]. As of [PII], his active policy number is 165.
[AGENT][NEUTRAL] 9311.
[AGENT][NEUTRAL] And I understand you need DME benefits?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, let me check and see if he has DME coverage. He actually does not have coverage for DME I'm sorry, I can't say it. DME under this policy.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][POSITIVE] Alrighty well that is all that I needed.
[AGENT][NEGATIVE] It is not covered.
[AGENT][POSITIVE] Well, it's been a pleasure to assist you. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, is there a call reference number for this call or just your name in today's date?
[AGENT][NEUTRAL] It would be my name in today's date, and I spell my name [PII].
[AGENT][POSITIVE] And [PII], it was a pleasure to assist you with that DMA benefit for [PII]. Thank you for calling APL and I hope you have a wonderful weekend.
[CUSTOMER][POSITIVE] I hope you do as well. Thank you so much for your help.
[AGENT][POSITIVE] Thank you, [PII]. Take care.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye-bye.