AccountId: 011433970860
ContactId: 85cf9cd4-42eb-4e5c-b024-a780459c29aa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 198779 ms
Total Talk Time (AGENT): 82556 ms
Total Talk Time (CUSTOMER): 43900 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/85cf9cd4-42eb-4e5c-b024-a780459c29aa_20250403T18:49_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling ATL. This is. How may I assist you?
[CUSTOMER][NEUTRAL] Yeah, you cut out. What did you say your name is?
[AGENT][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Last initial [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I need to know if this patient has DME benefits.
[AGENT][NEUTRAL] OK, sure. I can assist you with that information. And may I have your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And may I have a callback number just in case we get disconnected, Ms. [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And you're calling for a provider's office, Miss [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] What's the name of the provider or the place of service?
[CUSTOMER][NEUTRAL] All All Saints home Medical.
[AGENT][NEUTRAL] OK. And what's the patient's policy number?
[CUSTOMER][NEUTRAL] It is 01457188.
[AGENT][NEUTRAL] All right. And the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] All right, perfect. Thank you.
[AGENT][NEUTRAL] Let me see if we have DME coverage for this member and before I give you any benefit information, I need to let you know that this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer. And let's see.
[AGENT][NEUTRAL] We have
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Looks like it covers the I mean, let me double check. OK, one moment.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEGATIVE] No DME coverage under this plan.
[CUSTOMER][NEUTRAL] 9
[AGENT][NEUTRAL] No.
[CUSTOMER][NEGATIVE] Oh no.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] OK, sure.
[CUSTOMER][NEUTRAL] Is there a call reference number?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will.
[CUSTOMER][NEUTRAL] [PII] is your name?
[AGENT][NEUTRAL] [PII] last initial [PII], yes. Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, mhm.
[CUSTOMER][NEUTRAL] One moment here.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] No DME benefits correct?
[AGENT][NEUTRAL] No, DMA benefits, correct.
[CUSTOMER][POSITIVE] OK, I'll let the patient know. Thank you.
[AGENT][NEUTRAL] You're welcome. Is there anything else I may help you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] OK. Thank you for calling APO. Have a good afternoon.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][POSITIVE] You're welcome. Bye bye.