AccountId: 011433970860
ContactId: dd8c7018-e119-4607-95cb-587ba3602e4b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 127010 ms
Total Talk Time (AGENT): 49551 ms
Total Talk Time (CUSTOMER): 56571 ms
Interruptions: 0
Overall Sentiment: AGENT=2.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/dd8c7018-e119-4607-95cb-587ba3602e4b_20250106T17:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], this is [PII] calling from Community Medical Rental and Supply. I'm calling, I have a patient that says he has um gap insurance that will pay what his primary insurance does not or applies to his deductible.
[AGENT][NEUTRAL] OK, um
[CUSTOMER][NEUTRAL] So I need to verify coverage.
[AGENT][POSITIVE] OK, no problem. And may I have your callback number if we are disconnected? I'm sorry about clearing my throat.
[CUSTOMER][NEUTRAL] Oh, that's OK. It's um my direct line is [PII].
[AGENT][POSITIVE] Thank you so much and may I please have the policy number?
[CUSTOMER][NEUTRAL] Mm, yes, he said it's 01612917.
[AGENT][POSITIVE] OK, thank you so much. Bear with me please. Thank you and verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Is [PII], and I'll spell the last name, [PII] Date of birth [PII].
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you so much for the information, [PII]. I have him pulled up and he does have a supplemental or a gap insurance and what benefit would you need again? I'm sorry, I can check for you.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um, it's for durable medical equipment.
[AGENT][NEUTRAL] OK, it's a DME. OK, let me just check that for you.
[AGENT][NEGATIVE] And my apologies, it will not help cover DME. He doesn't have that benefit on the policy.
[CUSTOMER][NEUTRAL] No DME
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh well I was checking to see because he said it should so I shall call him back.
[AGENT][POSITIVE] OK, I'm sorry about that.
[CUSTOMER][NEUTRAL] And what was your name?
[AGENT][NEUTRAL] My name is [PII]. My last initial is [PII], and we do not use reference numbers, so you can use my name and today's date, please.
[CUSTOMER][NEUTRAL] OK, I'll let him know.
[AGENT][POSITIVE] OK, thank you [PII] thanks for calling APL have a good day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye.