AccountId: 011433970860
ContactId: 0a3bd6a5-4676-43b8-9ea2-50771316937a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 178589 ms
Total Talk Time (AGENT): 69734 ms
Total Talk Time (CUSTOMER): 69512 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/0a3bd6a5-4676-43b8-9ea2-50771316937a_20250514T20:02_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This speaking. May I help you?
[CUSTOMER][NEUTRAL] Hi there, I'm calling from the office of Doctor Marlow ears, nose, and throat, uh, regarding a mutual patient. I was trying to verify if he had benefits specifically for hearing aids.
[AGENT][NEUTRAL] OK, I can verify benefits for you and your name is?
[CUSTOMER][NEUTRAL] My name is [PII] last initial [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] Yes, I have 01660258 M as in Mary, L as in Larry 8.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Yes, date of birth is [PII]. Uh, name is [PII].
[AGENT][NEUTRAL] OK. I'm showing his effective date is [PII] and is active on the policy. And you say you're needing DMV or um hearing aid benefits, correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK. Uh, he does have a DME, a durable medical equipment rider on the policy and not guarantee of payment, just a verification of coverage.
[AGENT][NEUTRAL] It is covered at that uh is covered as outpatient for DME.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the patient has a benefit max of up to $5000 per calendar year.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] So you guys cover up to 5000 per calendar year, is that per year or combined?
[AGENT][NEUTRAL] Well, it's a per calendar year for any outpatient services.
[CUSTOMER][POSITIVE] OK for for both ears together.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And then you guys don't require a third party. We filed directly through you?
[AGENT][NEUTRAL] Uh, yes, ma'am. So after primary is processed the claim, then y'all can submit the claim to us as secondary.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty perfect I will write that down. Do you have a reference number for this call?
[AGENT][NEUTRAL] I, if you like, you may use my name in today's date.
[CUSTOMER][NEUTRAL] And your name one more time.
[AGENT][NEUTRAL] Uh, Kiki, K E [PII], last initial [PII]
[CUSTOMER][POSITIVE] Alright, Ms. [PII], thank you so much for your time.
[AGENT][POSITIVE] Oh, you're welcome and thank you for calling APL. Have a great day, Ms. [PII].
[CUSTOMER][POSITIVE] You too you too bye bye.
[AGENT][NEUTRAL] Bye.