AccountId: 011433970860
ContactId: 7dd3aeac-289c-4ddb-ae85-cd5c05802a55
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 154830 ms
Total Talk Time (AGENT): 69075 ms
Total Talk Time (CUSTOMER): 80150 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/7dd3aeac-289c-4ddb-ae85-cd5c05802a55_20250404T14:55_UTC.wav
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[AGENT][NEUTRAL] For calling American Public Life, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], and I'm with Prosthetics and Orthotics. How are you today?
[AGENT][POSITIVE] I'm good. How are you, [PII]?
[CUSTOMER][NEUTRAL] I'm well, thank you. Um, I need to find out the benefits for a patient as a secondary.
[AGENT][NEUTRAL] OK, I can help you with that. [PII], could I get a callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and what is the policy number you're calling on?
[CUSTOMER][NEUTRAL] 022 039-19 ML 8.
[AGENT][NEUTRAL] The patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you so much for verifying the policy. And are you calling for durable medical benefits?
[CUSTOMER][NEUTRAL] Well, I don't know if he has a separate for prosthetics. It's for a prosthetic leg.
[AGENT][NEUTRAL] OK, that would be under.
[CUSTOMER][NEUTRAL] Or if it's all blanketed under DME.
[AGENT][NEUTRAL] It is under DME.
[CUSTOMER][POSITIVE] It is OK.
[AGENT][NEUTRAL] Mhm. Uh, please be advised verifying benefits is not guaranteed payment. His policy with us has been effective since [PII]. It is not, uh, it is still active. I'm sorry. Uh, I show that this policy does not cover durable medical equipment.
[CUSTOMER][NEGATIVE] It does not, OK.
[AGENT][NEGATIVE] It does not.
[CUSTOMER][NEUTRAL] And I'm sorry, you said your name is [PII], right?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] OK, the good thing is he's almost completely used everything on his primary, so that's the good news.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So it's not is it like a gap plan because that seems like on the IVR it only had an it is OK because on the IVR it seemed like that was the only thing it mentioned so.
[AGENT][NEUTRAL] It is a gap plan.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, alright, can I get a call reference number then, please?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, ma'am, to reference our call, you will use my name and today's date. It's spelled [PII]
[AGENT][NEUTRAL] And is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, ma'am, what time do you have? [PII] Eastern time?
[AGENT][NEUTRAL] It's [PII] central time.
[CUSTOMER][POSITIVE] OK, so you're central. OK, thank you, [PII]. You have a wonderful day.
[AGENT][POSITIVE] You're welcome. You have a wonderful day yourself and thank you for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] Thank you bye bye.