AccountId: 011433970860
ContactId: 86934b5b-9ad5-42a3-85a3-2b030bb83723
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 164600 ms
Total Talk Time (AGENT): 62198 ms
Total Talk Time (CUSTOMER): 26260 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/86934b5b-9ad5-42a3-85a3-2b030bb83723_20250217T23:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi girl, I was calling to, uh, get DME benefits for a patient.
[AGENT][NEUTRAL] Checking DME benefits?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, uh, what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you. And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, it's 02576309.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] OK. And uh what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that. Uh, so this policy is active. Effective date was [PII], and this is a, uh, limited indemnity medical plan. So if you'll bear with me just a moment, I'm gonna get that policy pulled up and see if DME is covered under this policy.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Bear with me just a moment. I appreciate your patience.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And of course I will let you know verification of coverage is not a guarantee of payment for claims, so durable medical equipment is not covered under this policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can I get a call reference number please?
[AGENT][NEUTRAL] Yes, it would just be my first name, last initial, and today's date. Uh so my name is spelled [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] No, ma'am, that's all I appreciate it.
[AGENT][POSITIVE] OK, yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.