AccountId: 011433970860
ContactId: ba9eacd2-b783-463f-ae97-46cd9466b817
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 300410 ms
Total Talk Time (AGENT): 98310 ms
Total Talk Time (CUSTOMER): 77024 ms
Interruptions: 4
Overall Sentiment: AGENT=0.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/ba9eacd2-b783-463f-ae97-46cd9466b817_20250317T13:29_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning. My name is [PII]. I have a member that I'd like to see if they have any hearing aid benefits, please.
[AGENT][NEUTRAL] OK, I can check for the benefits for you and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][NEUTRAL] Thank you. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes it is.
[CUSTOMER][NEUTRAL] Um, 021686-07.
[AGENT][NEUTRAL] 02168607
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK. Hold on one moment. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And [PII], do you mind if I place you on just a brief hold while I look at the policy for hearing aid um benefits?
[CUSTOMER][POSITIVE] Sure, that's no problem.
[AGENT][NEUTRAL] Alright, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Wait a minute, let me think. Hearing aids are considered DME.
[AGENT][NEUTRAL] There is no rider.
[AGENT][NEGATIVE] And these would just cover the POS, not the service.
[AGENT][NEUTRAL] But just to make sure.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEGATIVE] Ridiculous
[AGENT][NEUTRAL] Oh, that's what I was doing.
[AGENT][NEGATIVE] But she doesn't have DME so I'm pretty sure, yeah, not even on here OK.
[AGENT][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] Yes, I'm here.
[AGENT][NEUTRAL] Thank you so much for holding. I apologize for that wait. So this her secondary policy doesn't have any coverage for durable medical equipment.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][POSITIVE] Sorry, that's my dog. So everything's OK.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yeah, and
[AGENT][NEUTRAL] It's OK. I thought you said.
[CUSTOMER][NEGATIVE] They're playing in the background and I'm like, you guys really like this is so embarrassing. They're big and they're like, yeah, they're fine. It sounds like they're killing each other.
[AGENT][NEUTRAL] I was about to say I wish I had better news. I'm sorry.
[CUSTOMER][POSITIVE] Oh my [PII]. Working from home is such a, you try to be professional and it's like, well, this is my life so yeah. Anyways, there's no bear attacking me. I'm OK.
[AGENT][POSITIVE] That's hilarious.
[AGENT][NEUTRAL] I'm sorry.
[AGENT][POSITIVE] That was so funny.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh my gosh, I thought you were disappointed. I'm like, I'm sorry.
[CUSTOMER][NEUTRAL] Good grief. OK, so.
[CUSTOMER][NEUTRAL] Oh Lord have [PII]. OK. Well, so no coverage, no problem. I can make a note of that. um, I guess that's all that I need. I can take a call reference number please.
[AGENT][NEGATIVE] OK, so there's no call reference. I have real tears coming out of my eyes. There was no call reference number.
[CUSTOMER][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] But um you can use my first and last name in today's date. Um again, that's [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect thank you so much [PII]. I appreciate your help this morning.
[AGENT][POSITIVE] You're welcome, [PII]. Thank you for the laughs. I hope you have a great week.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.