AccountId: 011433970860
ContactId: 7435f947-0d3b-47af-a643-a6dbfe5a5847
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 107239 ms
Total Talk Time (AGENT): 47589 ms
Total Talk Time (CUSTOMER): 40613 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/7435f947-0d3b-47af-a643-a6dbfe5a5847_20250624T13:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. My name is [PII]. I need to get eligibility and benefits for DME.
[AGENT][NEUTRAL] I can verify benefits and eligibility. May I have the policy number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] 2587817
[AGENT][POSITIVE] I have a good callback number for you?
[CUSTOMER][NEUTRAL] My direct line is [PII].
[AGENT][POSITIVE] Thank you. One moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I have the patience. Oh.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim. This policy is effective [PII] and it is active.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And for benefits, she does not have the DMA benefits.
[CUSTOMER][NEGATIVE] No DMA benefits.
[CUSTOMER][NEUTRAL] All right, [PII], um.
[CUSTOMER][NEUTRAL] Can I get the first initials of your last name and the call reference number please?
[AGENT][NEUTRAL] Yes, the call reference will be my name, which is [PII]. Last initial is [PII] along with today's date.
[CUSTOMER][POSITIVE] Awesome, thank you so much for that [PII]. I hope you have a good rest of your day today.
[AGENT][POSITIVE] Sure, you're so welcome. And thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too. Bye-bye.