AccountId: 011433970860
ContactId: 88b30183-2c96-43bc-8ec2-85b738d0300f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 143240 ms
Total Talk Time (AGENT): 75381 ms
Total Talk Time (CUSTOMER): 34333 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/88b30183-2c96-43bc-8ec2-85b738d0300f_20250408T15:03_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] My name is [PII]. Last initial is [PII] and I need to get benefits.
[AGENT][POSITIVE] OK, sure, I can assist you with benefits, Ms. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And may I have the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] New life brace andlem.
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 1455257
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] OK, and what type of service is being render for benefits, Mr. [PII]?
[CUSTOMER][NEUTRAL] Yes, it's DME. They're custom molded foot orthotics, and I do have codes if you take codes.
[AGENT][NEUTRAL] Mm, OK.
[AGENT][NEUTRAL] Let me go ahead and check and see if there's any benefits for them first. OK, one moment.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, this is one of our secondary supplemental plan to the major medical. So we do follow primary and let me see, one moment, I'm waiting on the benefits to pull up, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] And this is not a guarantee of payment, just a verification of coverage.
[AGENT][NEUTRAL] And let's see, mm, no, DME is not covered under this one.
[CUSTOMER][NEUTRAL] OK, no DM me coverage. Got it, and I'm sorry, I missed your name at the beginning.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] And then do we have any type of reference number?
[AGENT][NEUTRAL] We don't, you can use my name in today's date if you would like, Mr. [PII].
[CUSTOMER][POSITIVE] OK perfect thank you so much you have a wonderful day.
[AGENT][POSITIVE] You as well thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Yeah.