AccountId: 011433970860
ContactId: d4f3a8ed-d177-4a23-b67a-178183c1647c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 140660 ms
Total Talk Time (AGENT): 53790 ms
Total Talk Time (CUSTOMER): 50731 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/d4f3a8ed-d177-4a23-b67a-178183c1647c_20250217T16:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh yes, hi [PII], this is [PII]. I'm calling from Mimme Distribution Corp. I needed eligibility and benefits for DME.
[AGENT][POSITIVE] OK, I can help you with.
[CUSTOMER][NEUTRAL] Let me check to see if we're contracted with the member's plan.
[AGENT][NEUTRAL] Yes, I can help you with eligibility and benefits and what was the name of the facility you said you were calling from again please, Miss [PII]?
[CUSTOMER][NEUTRAL] Mini Med Distribution Corp.
[AGENT][POSITIVE] OK, thank you so much. And then what is your callback number, please?
[CUSTOMER][NEUTRAL] Mhm. No.
[CUSTOMER][NEUTRAL] [PII] is my secure call back number.
[AGENT][NEUTRAL] Thank you. And what is the patient's name?
[CUSTOMER][NEUTRAL] [PII], middle initial [PII]. Her date of birth is [PII].
[AGENT][NEUTRAL] OK, and then what is um the insured's policy number?
[CUSTOMER][NEUTRAL] D as in Delta 42,800,580.
[AGENT][POSITIVE] OK, thank you so much. I'm going to need to transfer you now on over to IMA I'm gonna give you their phone number just in case the call is dropped uh you'll have it on hand.
[CUSTOMER][NEUTRAL] And [PII] is, OK, and [PII] is [PII]?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And first letter to your last name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And what department was this?
[AGENT][NEUTRAL] Care team
[CUSTOMER][NEUTRAL] K
[CUSTOMER][NEUTRAL] OK, and then IMA OK, what's their number?
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] and you would choose option 1.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much.
[AGENT][POSITIVE] You're very welcome. It's gonna be a brief hold while I transfer you on over. You have a good day, Ms. [PII] and thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][POSITIVE] Thank you for calling 90 all agents.