AccountId: 011433970860
ContactId: 1774e59c-78f7-49b3-a872-0cb63f27ccf3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 411209 ms
Total Talk Time (AGENT): 218227 ms
Total Talk Time (CUSTOMER): 108369 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/1774e59c-78f7-49b3-a872-0cb63f27ccf3_20250508T17:36_UTC.wav
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[AGENT][NEUTRAL] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. Um, wait a second. Did I call earlier? Oh, no, no. OK, sorry about that. Um, I was just checking to see if my claim went through from, from the Inland Sleep Center and Supercare for my CPAP machine.
[AGENT][NEUTRAL] OK, so you're the.
[CUSTOMER][NEUTRAL] I know I was told that uh uh I was told that it may my policy may not cover it, but um I tried telling uh the medical supplier super care about that, but they said they're gonna verify through insurance and I was wondering if you guys got them yet.
[AGENT][NEUTRAL] I'm sorry, go ahead.
[AGENT][NEUTRAL] OK [PII], so you're wanting to verify if we've received a claim and also if we have to check the status on it, is that correct for yourself? Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, I can help you with that. And what is your callback number, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And your policy number, please?
[CUSTOMER][NEUTRAL] It is, let me pull that up.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] It is 0258.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 4980.
[AGENT][NEUTRAL] 4980, is that correct?
[CUSTOMER][NEUTRAL] Yes, 4980.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK thank you one moment while I get your information pulled up please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and [PII], I will have to verify several things with you first for security and any information that I do provide would be a verification of benefits and not a guarantee of payment. So if you could first please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. And also your home mailing address, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. The phone number that we have on file for you is the same as the one that you gave to me, so that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you, and then the last piece of information to verify is going to be your email address?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] All right, so just one moment please.
[CUSTOMER][NEUTRAL] Say again.
[AGENT][NEUTRAL] One moment, please.
[CUSTOMER][POSITIVE] Oh sorry about that.
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] And you said this is gonna be for a CPAP supplies, is that correct?
[CUSTOMER][NEUTRAL] It's, it's for me to get my CPAP machine and and mask.
[AGENT][NEUTRAL] Or the machine
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so machine, OK.
[AGENT][NEUTRAL] Alright, so let me see what we have received for you.
[AGENT][NEUTRAL] OK, so I do not see that there has been a claim, let me look at this one.
[AGENT][NEUTRAL] Do you know what the total bill amount? No, sir, but that is not going to be a covered benefit under your plan.
[CUSTOMER][NEGATIVE] None at all.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It won't be covered? OK.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Um, so would I have to contact Supercare to let them know, or?
[CUSTOMER][NEGATIVE] I mean, I tried letting them know that it won't be covered, but they still wanted to go through you guys.
[AGENT][NEUTRAL] Yes, sir. I know a lot of times that's just standard. They'll go ahead and file the mach and, you know, file it. Let me look here. Um.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] I was just saying if maybe they had contacted us and we had told them that so that's why.
[AGENT][NEUTRAL] OK, I don't see that we've received a call recently from anyone to check benefits on this, um, so I mean you can I see where you did call in and speak to someone here on the [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEGATIVE] And we had advised you that it then that it would not have been covered.
[AGENT][NEUTRAL] And we didn't have a claim and we still don't have one on file for you but if you would like I mean you know you can contact your the company that you got the machine from to let them know that and then they still may call us to verify that.
[AGENT][NEUTRAL] Just because that would be their normal standard procedure, you know, to, um.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] To know for themselves.
[AGENT][NEGATIVE] But as of now we haven't received a call.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, got you. I'll go ahead and contact them then.
[AGENT][NEUTRAL] OK, and then one additional question for you [PII], have you ever set up your profile in our portal here at APL? It's called the online service center, and that's where you can have access to your information online.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I think I have where I'm able to make claims that there's something like that.
[AGENT][NEUTRAL] You mhm now I can double check to see if you've created your profile. Let me look.
[AGENT][POSITIVE] But yes, you would be able, and you did. Uh-huh.
[CUSTOMER][NEUTRAL] Yeah, I think I clicked on like one of the policy numbers.
[AGENT][POSITIVE] That's correct. Mhm. Yes, sir.
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] Yeah, I think, I think I do have it then.
[AGENT][NEUTRAL] You
[AGENT][POSITIVE] Yeah, you did set it up. I just checked, so good. So yeah, that'll give you access also to be able to check things online. You can look to see what claims have been received as well and what you said also if you ever have to file your own claim, you can do that through that portal and you could call us if that were to come up where you needed to file a claim and we could give you the information at that point of how to go about doing that.
[CUSTOMER][POSITIVE] Awesome.
[CUSTOMER][NEUTRAL] OK, got you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well
[CUSTOMER][POSITIVE] And uh yeah, that should be it. Thank you so much.
[AGENT][POSITIVE] Well, you're very welcome. So is there anything else that I could help you with today?
[CUSTOMER][POSITIVE] No, um, I'm good.
[AGENT][POSITIVE] OK well then thank you.
[CUSTOMER][NEUTRAL] Yeah, I just wanna just check on that that's it.
[AGENT][POSITIVE] Yes sir, well, if that is all I can help you with today, [PII], it was my pleasure in speaking to you and thank you for calling ATL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You too. Thank you. Goodbye.
[AGENT][POSITIVE] Yes sir and thank you. Bye bye.