AccountId: 011433970860
ContactId: 1f667744-2dc0-470a-9ade-8056fc05a0ca
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 123010 ms
Total Talk Time (AGENT): 26623 ms
Total Talk Time (CUSTOMER): 95017 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/1f667744-2dc0-470a-9ade-8056fc05a0ca_20250421T21:05_UTC.wav
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[AGENT][POSITIVE] Good Afternoon, thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], um, this is [PII], and on the care team. I have a group admin on the line and they are asking about.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] If so it's a meddling policy and I can I didn't know how to pull up the policy but by way of just pulling up one of their members um but they're asking about hearing aid coverage so do you want me to give you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I guess the policy that I pulled up to try to find the information.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So they didn't have a particular person?
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] That they were calling about or yes.
[CUSTOMER][NEUTRAL] No, they're just
[CUSTOMER][NEUTRAL] No, they're just asking about the policy in general. It's a Medin SFS.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What's the policy number?
[CUSTOMER][NEUTRAL] Uh, policy number I pulled up is 2486619.
[AGENT][NEUTRAL] And does that policy have a DME router on it?
[CUSTOMER][NEUTRAL] It does
[AGENT][NEUTRAL] Yeah, so they're hearing, go ahead.
[CUSTOMER][NEUTRAL] And I didn't know
[CUSTOMER][NEUTRAL] During ages, uh, well, so she's getting confused because United Healthcare told her that they don't consider hearing aid DME, but by way of the definition under our plan, it seems like it would be DME and that's how we would process it as long as, OK, OK.
[AGENT][POSITIVE] That's correct.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, that's what I thought. Um, they do like I said, they do have a DME writer. I just wanted to make sure I don't wanna tell her the wrong thing. So essentially if you could verify this with me, so if we got a claim under this policy and it has the DME writer for meddling.
[AGENT][NEUTRAL] I understand.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] If UnitedHealthcare has processed the claim, we would potentially process it, you know, whatever co-pay, deductible, co-insurance, etc. right?
[AGENT][NEUTRAL] Right, it's they have to cover it in order for us to cover, yes.
[CUSTOMER][NEUTRAL] For this, OK, OK.
[CUSTOMER][POSITIVE] OK, OK, perfect. OK, I just wanna make sure I, I'm telling her the right thing, don't wanna tell her the wrong thing, so, OK, well thank you.
[AGENT][NEUTRAL] Oh no, you are, yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much [PII] I appreciate you.
[AGENT][NEUTRAL] Alright bye bye.