AccountId: 011433970860
ContactId: f1d0bb30-8cb3-4d74-acd5-d7d06798540f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125599 ms
Total Talk Time (AGENT): 57047 ms
Total Talk Time (CUSTOMER): 41028 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/f1d0bb30-8cb3-4d74-acd5-d7d06798540f_20250508T14:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] with Mid Bridge Home Medical. I am calling to verify benefits for durable medical equipment, please.
[AGENT][POSITIVE] Sure, I could check those benefits for you. uh [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, that would be [PII].
[AGENT][NEUTRAL] Thank you and then do you have that policy number?
[CUSTOMER][NEUTRAL] I do. That would be 02596440.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. Uh, so of course this policy is active. Effective date was [PII], and this is a limited indemnity medical plan. So give me just a moment to see if this was for DME you said?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] OK, give me just a moment, let me make sure, uh, see if that is a covered benefit under this policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so durable medical equipment is not going to be covered under this policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right. May I have a call reference number, please?
[AGENT][NEUTRAL] Sure, that would just be my first name, last initial, and today's date. Uh, so my name is spelled [PII] Was there anything else I could help you with?
[CUSTOMER][POSITIVE] Oh no, that would be all for today. Thank you so much for your help.
[AGENT][POSITIVE] Alright, of course, thanks for calling APL have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][POSITIVE] Thank you, bye bye.