AccountId: 011433970860
ContactId: 02277616-072c-4b90-bf2f-40b0df974d9a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 367119 ms
Total Talk Time (AGENT): 138351 ms
Total Talk Time (CUSTOMER): 77543 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/02277616-072c-4b90-bf2f-40b0df974d9a_20250513T16:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. This is [PII]. I'm calling from Brookdale Home Health. I was calling to see if I could verify benefits for a patient.
[AGENT][POSITIVE] All right, yeah. Happy to check on benefits for you. Do you have their policy number?
[CUSTOMER][NEUTRAL] I do, um, policy ID number I have is 01673440.
[AGENT][POSITIVE] Alright, thank you for that. Let me just pull this up here.
[AGENT][NEUTRAL] And if I could get patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, first name is [PII]. Last name is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Thank you so much. So, patient is active. The effective date on here is [PII].
[AGENT][NEUTRAL] We're the members secondary insurance, so this will cover deductible, co-pay, co-insurance, the primary does not.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And uh does this uh patients plan cover home health services?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let me just see if I can find anything [PII] that speaks specifically to home health. Bear with me one moment please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] So I don't see anything under the exclusions. Um, the only thing that I see is rest care or rehabilitative care and treatment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, it's just not include rehabilitation for treatment of a physical disability.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um, would they
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] The plan does have a limit, so I can give you both of those as far as inpatient and outpatient.
[AGENT][NEUTRAL] The outpatient max on the plan is a calendar day.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that's $3000.
[AGENT][NEUTRAL] And then the inpatient benefit max is a calendar year.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that is 7350.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And would you be able to provide me with the address to where claims would be sent?
[AGENT][NEUTRAL] Mhm absolutely so claims mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that's in [PII].
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And this would be going to, I believe it's American Life Insurance.
[AGENT][NEUTRAL] Yeah, you can just address it to [PII].
[CUSTOMER][NEUTRAL] [PII] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then we do have a payer ID and fax if you want those also.
[CUSTOMER][NEUTRAL] Yes, pay ID and fax.
[AGENT][NEUTRAL] Pay, payer ID is 60801.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then the fax number is going to be [PII].
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And just to make sure I did hear you correctly, you said the, uh, payer ID is 60801 correct?
[AGENT][NEUTRAL] Yes, ma'am. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, well, Miss [PII], I appreciate you answering all of my questions. Um, I don't have any other questions regarding this patient. Is there a call reference number I can use?
[AGENT][NEUTRAL] You're
[AGENT][NEUTRAL] Absolutely, [PII]. So that's my name with my last initial and then today's date. My name again is [PII], that's [PII] Last initial to my name is gonna be [PII], and then today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you again. I really appreciate your help.
[AGENT][POSITIVE] You're very welcome. Have a blessed day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye bye.