AccountId: 011433970860
ContactId: e155f2c5-1b8f-49be-9b05-c6b0c15cc0c9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 149259 ms
Total Talk Time (AGENT): 67262 ms
Total Talk Time (CUSTOMER): 41622 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/e155f2c5-1b8f-49be-9b05-c6b0c15cc0c9_20250110T20:25_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I need to get um benefits for home health care.
[AGENT][POSITIVE] OK, sure, I can assist you with benefits. May I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Miss [PII], may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] 02350207
[AGENT][NEUTRAL] All right. What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you. All right, and this is the secondary classy.
[AGENT][NEUTRAL] OK, um, Miss [PII], with this policy, we do not cover home health care.
[CUSTOMER][NEGATIVE] No benefits.
[AGENT][NEUTRAL] No, uh, um, this is only for outpatient facilities or inpatient facilities.
[AGENT][NEUTRAL] Nothing at home.
[CUSTOMER][NEUTRAL] Well, we are, we are considered like an outpatient facility does that.
[AGENT][NEUTRAL] Uh, what type of service is being rendered?
[CUSTOMER][NEUTRAL] Include home health
[CUSTOMER][NEUTRAL] I'll be skilled nursing, physical therapy, and occupational therapy.
[AGENT][NEUTRAL] Is it gonna be in the outpatient facility or is it gonna be at home?
[CUSTOMER][NEUTRAL] In the home
[AGENT][NEUTRAL] Yeah, if it's at home it's not covered.
[CUSTOMER][NEUTRAL] If it's in the home and not covered?
[AGENT][NEUTRAL] No. Mm mm.
[CUSTOMER][NEUTRAL] OK, all right, thank you. Can I get a reference number?
[AGENT][NEUTRAL] You're welcome. Mhm.
[AGENT][NEUTRAL] We don't have reference numbers, Ms. [PII]. You can use my name in today's date if you will. Do you need the spelling of my name or any other information?
[CUSTOMER][POSITIVE] Yes please, yes please.
[AGENT][NEUTRAL] Sure. That's [PII].
[CUSTOMER][NEUTRAL] OK, and then today's date?
[AGENT][POSITIVE] Correct. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you very much.
[AGENT][POSITIVE] You're welcome, Ms. [PII] and thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][POSITIVE] You're welcome. Bye bye.