AccountId: 011433970860
ContactId: 2ceb1a73-eba7-4416-949e-6449d6d588ba
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 177759 ms
Total Talk Time (AGENT): 83588 ms
Total Talk Time (CUSTOMER): 73382 ms
Interruptions: 1
Overall Sentiment: AGENT=1.9, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/2ceb1a73-eba7-4416-949e-6449d6d588ba_20250415T13:47_UTC.wav
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[AGENT][NEUTRAL] Morning thank you for calling APL.
[AGENT][NEUTRAL] This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hi, yes, this is [PII] with acute wound care. I'm just calling because I wanted to clarify the secondary coverage that we received from one of our mutual clients. They are saying that they use you guys, but I was just trying to make sure if it's like a life insurance policy or if we can use it for our equipment because we do durable medical equipment.
[AGENT][POSITIVE] Alright, I can help you, [PII], um, go ahead and give me a good policy number.
[CUSTOMER][NEUTRAL] Yeah, so the policy number that we have here is, let me pull it up.
[CUSTOMER][NEUTRAL] 1245038.
[CUSTOMER][NEUTRAL] M as in mouse, L as in lion, 8.
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] Alrighty, thank you for that, [PII], and go ahead while I'm getting this pulled up for you. Give me a good return telephone call number please, ma'am.
[CUSTOMER][NEUTRAL] Of course a good phone number would be [PII].
[AGENT][POSITIVE] Alrighty [PII], thank you for all.
[AGENT][NEUTRAL] That information now, your patient's name and date of birth today, please, ma'am.
[CUSTOMER][NEUTRAL] Yep, first name is [PII], last name is [PII], and then date of birth is [PII].
[AGENT][NEUTRAL] Alrighty, thank you for all that information. [PII] looks like [PII] is the insured on this medical supplemental plan do show the original effective date as [PII]. He is current.
[AGENT][NEUTRAL] Inactive, but I must advise that verification of coverage is not a guarantee of payment on the claim, but you did say.
[AGENT][NEUTRAL] And you want to verify DME um, benefits. Is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] All right, let me get that benefit pack pulled up. Let's see if that's covered benefit.
[AGENT][NEUTRAL] OK, let's see. All right, looks like under his, uh, I mean under his supplemental plan, he does not have any type of DME equipment benefit here at all.
[CUSTOMER][NEUTRAL] OK, alrighty, and let me see.
[AGENT][NEUTRAL] No
[CUSTOMER][NEUTRAL] And does he have like a deductible on this plan? Is it like a medical plan or is it like a life insurance plan?
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] No, ma'am, this is a medical supplemental plan, but it does not pay for DME. Mhm.
[CUSTOMER][NEUTRAL] Medical supplements.
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] Yes, ma'am. Is that all that I can help you with? Uh-huh.
[CUSTOMER][NEUTRAL] Alright, I'll go ahead and put that in.
[CUSTOMER][POSITIVE] Uh, nope, that would be it. I appreciate you.
[AGENT][NEUTRAL] Well,
[AGENT][POSITIVE] Yes, ma'am. If that's all I can help you with, [PII]. Thanks so much for calling APO and you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][POSITIVE] Thank you, ma'am. Bye-bye.