AccountId: 011433970860
ContactId: c88b74a7-a950-4c0c-bc5a-19585bc3c875
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 167809 ms
Total Talk Time (AGENT): 64138 ms
Total Talk Time (CUSTOMER): 54315 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/c88b74a7-a950-4c0c-bc5a-19585bc3c875_20250305T15:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name's [PII]. I'm calling from Lincare. I'm trying to verify a new patient's DME benefits, please.
[AGENT][NEUTRAL] OK, [PII], you're needing to verify benefits from a number, is that correct?
[CUSTOMER][POSITIVE] Yes please.
[AGENT][POSITIVE] Yes ma'am, I can help you with that. I want to take a callback number for you please, [PII].
[CUSTOMER][NEUTRAL] It is [PII] and my direct extension is [PII].
[AGENT][NEUTRAL] Thank you and [PII], what is the member's policy number please?
[CUSTOMER][NEUTRAL] It is 022-03953 M as in Mike L as in Lemon 8.
[AGENT][NEUTRAL] OK, thank you. So give me just a couple of moments I need to get the information pulled up for the number, please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And any any information that I do provide for you today would be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth, please?
[CUSTOMER][NEUTRAL] Uh, first name is [PII]. Last name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. One moment.
[CUSTOMER][POSITIVE] You're welcome, sure.
[AGENT][NEUTRAL] OK [PII], so let's see, and you said this is gonna be for DME, is that correct?
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] OK, so on this supplemental policy with APL, Amy, there are not benefits for DME. DME is not covered under this plan.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, OK, OK, that makes it very simple then. OK, [PII], that's what I needed to know. Is there a call reference number or is it just your name and today's date, please?
[AGENT][NEUTRAL] There you go, it is my name in today's date, yes ma'am.
[CUSTOMER][POSITIVE] OK, and that is what I needed thank you so much for your time and help and I hope you have a good day.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Well, well, I hope you have a great day too, so if that is all that I can help you with, [PII], thank you again for calling ATL.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] No problem have a good one.
[AGENT][POSITIVE] Um, bye-bye. You too. Thanks. Bye-bye.
[CUSTOMER][NEUTRAL] Bye-bye.