AccountId: 011433970860
ContactId: 22e5f1b8-8aa5-4930-b89d-19cf6ed077c2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 146759 ms
Total Talk Time (AGENT): 65106 ms
Total Talk Time (CUSTOMER): 76355 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/22e5f1b8-8aa5-4930-b89d-19cf6ed077c2_20250228T15:23_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, uh, my name's [PII]. I'm a broker and, uh, we have clients with, uh, APL on the gap plan. Um, we have a, we have a client that's renewing in a couple of months. Uh, they're thinking of adding the durable medical equipment writer. I do need to check to see how broad that coverage is. Um, one of the employees may need a hearing aid.
[CUSTOMER][NEUTRAL] I did check with the medical plan that would be covered under durable medical equipment on the medical plan. Would APL be able to cover it as well?
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, um, Mr. [PII], do you have your uh callback number in case the call drops?
[CUSTOMER][NEUTRAL] Sure, [PII] and my call did drop so I'm calling back.
[AGENT][NEUTRAL] And uh do you have the group numbers in regards to or the patient?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Sure, uh, 24.
[CUSTOMER][NEUTRAL] Well, just a group number 24214.
[AGENT][POSITIVE] 214. OK, thank you so much, give me one moment.
[CUSTOMER][NEUTRAL] But they don't have the writer now, so if they do have the writer.
[CUSTOMER][NEUTRAL] Um, you know, would, would that work for them?
[AGENT][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] Well, there, uh, for the secondary policy with the durable medical equipment writer, um,
[AGENT][NEUTRAL] It has to meet certain criteria like it can't be inserted, um, or inserted into the body. Um, has to be able to retain a repeated use, has to be covered by the primary and
[AGENT][NEGATIVE] Uh, cannot be disposable.
[AGENT][NEUTRAL] So a hearing aid uh could be covered under the policy.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEGATIVE] It could be. I mean, you know, when you think it's inserted. I mean it literally inserted in the ear, but it's not disposable and you could take it on and off. So, um.
[AGENT][NEUTRAL] Oh, if you, yeah, as long as it's not like surgically inserted, you know, like some people have certain devices inserted into their body.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] 00, I see what you're saying, yeah, yeah, yeah, yeah, yeah, I know what you're talking, so it's just a standard hearing aid would be covered.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK. All right, well I just wanted to verify that. Thank you so much.
[AGENT][POSITIVE] You are welcome and thanks for calling APL. You have a great day and weekend.
[CUSTOMER][NEUTRAL] You too bye now.
[AGENT][NEUTRAL] Bye.