AccountId: 011433970860
ContactId: 032693f4-00b8-4bee-bd9d-9caeb92f8264
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 216210 ms
Total Talk Time (AGENT): 95288 ms
Total Talk Time (CUSTOMER): 95258 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/032693f4-00b8-4bee-bd9d-9caeb92f8264_20250612T14:08_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, [PII]. I'm about to uh buy some hearing aids, and I was told that my co-payment would be covered under my supplemental plan, my Medlink 9 group Medsup.
[CUSTOMER][NEUTRAL] And I just want to confirm that because they keep getting conflicting information when they say, when they ask.
[AGENT][POSITIVE] OK, I'd be happy to assist with your um benefits today if I can get a good callback number for you.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]. Sorry.
[AGENT][NEUTRAL] And what is, that's fine. What is the policy number?
[CUSTOMER][NEUTRAL] Uh, policy 02583473.
[AGENT][NEUTRAL] Your name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII]
[AGENT][NEUTRAL] And if you can verify the email address on your account.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that, Mr. [PII]. Please be advised the verification of coverage is not a guarantee of payment. Now I do show for durable medical equipment that's covered under your outpatient.
[AGENT][NEUTRAL] And the outpatient calendar year maximum is $5000.
[AGENT][NEUTRAL] And you said they're getting conflicting information?
[CUSTOMER][NEGATIVE] Yeah, I'm not sure they're calling the right place even.
[AGENT][NEGATIVE] They can't be. I don't see.
[CUSTOMER][NEUTRAL] Uh, because
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The last person that called.
[CUSTOMER][NEUTRAL] I, I'm like, um,
[AGENT][NEUTRAL] The last provider that called was someone named [PII] on [PII] at [PII]
[CUSTOMER][NEUTRAL] [PII] from Georgia Hearing Institute, maybe?
[AGENT][NEUTRAL] I, I don't know, it just says [PII], but the callback number is [PII]. So we keep meticulous records when people call in and then you called in [PII].
[CUSTOMER][NEUTRAL] You don't have
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] To get help with the online service center so we document everything so no one's called about no uh DM DME benefits.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] That's what, that's kind of what I thought was happening. And when I keep chasing them down, they're like, oh no, it's, they said it isn't covered, and I'm like,
[CUSTOMER][POSITIVE] But I checked with my provider, not you, but the broker, and the broker's like, yeah, your $5000 deductible will be covered by the gap plan. That's what the plan is for.
[AGENT][NEUTRAL] What happens is not all of our policies cover for DME so they may have called for someone else and then they think that that's just the standard oh APL won't cover DME well no that particular person didn't have DME so they're probably just assuming oh he has APL they're not gonna cover it. They have to call for each policy because each policy is different.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Got you, so they may have just taken a shortcut out. I got it.
[AGENT][NEUTRAL] Yeah, they're either they're calling someone else or they're just assuming oh the APL doesn't cover the DME because it doesn't cover for whoever else they may have called for.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] All right, I appreciate the information and hopefully.
[CUSTOMER][POSITIVE] Uh, it will get resolved quickly here. Thank you.
[AGENT][NEUTRAL] Alright, was there anything else I could assist with today?
[CUSTOMER][POSITIVE] No, ma'am, you have been wonderful.
[AGENT][POSITIVE] Alright, well thank you for calling APL. You have a good day.
[CUSTOMER][POSITIVE] Thanks you too.