AccountId: 011433970860
ContactId: 148aebf4-9649-45ba-903c-5f1017efbf91
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 163919 ms
Total Talk Time (AGENT): 59265 ms
Total Talk Time (CUSTOMER): 62885 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/148aebf4-9649-45ba-903c-5f1017efbf91_20250515T13:56_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good morning. My name is [PII] from American Home Care Equipment. I'm calling to check patient coverage for
[CUSTOMER][NEUTRAL] Uh, GME.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I can verify eligibility and benefits, [PII]. May I have the policy number?
[CUSTOMER][NEUTRAL] That would be 024753887.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] That would be [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth, [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim.
[AGENT][NEUTRAL] One moment, I'll get this pulled up.
[AGENT][NEUTRAL] This policy does have DME benefits. It falls under the outpatient calendar year benefit amount of $6000.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] $6000. So, um, if a patient has a primary insurance, would it cover the deductible?
[AGENT][NEUTRAL] This plan will pick up the copays, the co-insurance and or deductibles behind the primary.
[CUSTOMER][NEUTRAL] We pick up the deductible.
[CUSTOMER][NEUTRAL] Coinsurance.
[CUSTOMER][NEUTRAL] And copay
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Of the primary.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Because I show here a remaining deductible of $5,831. So, um, that means patient will be covered at 100% if we will be providing him a CPAP machine.
[AGENT][POSITIVE] Up to the 6000, that is correct.
[CUSTOMER][NEUTRAL] Up to 6000.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, got it, thank you so much and can I have a call reference number for your call today?
[AGENT][NEUTRAL] Yes, it will be my name which is [PII] Last initial is [PII] along with today's date. [PII], is there anything else I can help you with today?
[CUSTOMER][POSITIVE] That would be all. Thank you so much.
[AGENT][POSITIVE] You're so welcome, and thank you for calling American Public Life, [PII]. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too. Bye-bye.