AccountId: 011433970860
ContactId: f97881b7-a02e-45d7-9bb2-86419b0588d5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 99819 ms
Total Talk Time (AGENT): 36614 ms
Total Talk Time (CUSTOMER): 34572 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/f97881b7-a02e-45d7-9bb2-86419b0588d5_20250422T12:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], good morning. I am trying to verify what type of coverage a patient would have with their plan.
[AGENT][NEUTRAL] OK, and your name?
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][NEUTRAL] And what's the policy number, [PII]?
[CUSTOMER][NEUTRAL] It is 02432939.
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you, and you're wanting to know what type of benefits is this for service in an office or outpatient facility hospital?
[CUSTOMER][NEUTRAL] Um, it would be, it'd be outpatient in his home. It's for durable medical equipment.
[AGENT][NEUTRAL] OK, so this policy does not have the DME writer, um, so it would not be covered.
[CUSTOMER][NEUTRAL] OK, I had a feeling that's what I needed to confirm. Um, are you able to provide me with a call reference number?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh you'll use my name in today's date as your reference, [PII] last name is [PII], do you have any, any other questions I could help with today?
[CUSTOMER][POSITIVE] No that'll be it. I appreciate your help thank you.
[AGENT][POSITIVE] You're welcome thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.