AccountId: 011433970860
ContactId: 30498cf6-7598-4d33-8445-3f71db642d7b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 253479 ms
Total Talk Time (AGENT): 89428 ms
Total Talk Time (CUSTOMER): 150900 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/30498cf6-7598-4d33-8445-3f71db642d7b_20250314T15:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling AP this is [PII] how may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I am calling from Apria Healthcare resupply department on a recorded line and I was trying to verify eligibility on a patient.
[AGENT][NEUTRAL] OK, I can help you with eligibility Miss [PII] can I please get your call back in case our call is disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII] excuse me, [PII] option number 2.
[AGENT][NEUTRAL] Thank you, ma'am. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] OK, one second, I'll get back out there. His name is [PII], uh.
[CUSTOMER][NEGATIVE] [PII] I am so horrible with pronouncing.
[AGENT][NEUTRAL] I am too.
[CUSTOMER][NEUTRAL] Names and date, uh, I, I went when I went to school, everything was phonetically so I when I do it it was like [PII], I don't know, um, and then the date of birth is, uh, [PII] and what was the next question after that my brain.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] The policy number?
[CUSTOMER][NEUTRAL] I have the policy number. OK, 1951489.
[AGENT][NEUTRAL] OK, let me look him up real quick.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy. His effective date is [PII].
[CUSTOMER][NEUTRAL] [PII] and is this a PPO uh HMO or is it a self funded?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] This is a supplemental insurance policy that's billed secondary to the primary. It helps with deductible, co-pay, and co-insurance.
[CUSTOMER][NEUTRAL] OK, supplemental and um, so let's uh, so there's no um out of pocket or deductible for this policy, correct?
[AGENT][NEUTRAL] Let me check real quick.
[CUSTOMER][NEUTRAL] He hasn't ordered supplies for a while and the last time they verified the insurance was back in [PII].
[AGENT][NEUTRAL] Oh my gosh, that's been a while. OK, so and this is.
[CUSTOMER][NEUTRAL] Right, yeah.
[AGENT][NEUTRAL] This is just to verify his benefits. It's not a guarantee of payment. Uh, he has an in pay under your benefit amount of $500 and then he also has an outpatient per calendar day amount of $500 to go towards his deductible co-pay or co-insurance.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, alrighty, alright, that's all I really needed to know. Yeah, he was, uh, I, I pulled this up. I'm like, oh my goodness, I hope this is still a good phone number because the last time they called was in [PII], 3 years ago.
[AGENT][NEUTRAL] Oh gosh.
[AGENT][NEUTRAL] Right, and insurance has such a big turnaround, you never know.
[CUSTOMER][POSITIVE] But thank you so much to.
[CUSTOMER][NEUTRAL] Oh my goodness, I know like you'll that's why we have to verify it so often, especially still, you know, it's still relatively early in the year, and a lot of people haven't called and updated their insurance, so we're calling people all the time to get their new insurance and a lot of times it's just a matter of the policy numbers change, but.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] It's just the beginning of the year you're like you can't wait till like May we get a little bit of a reprise because by then you touch most of the people. So, uh, and right now it's like oh [PII], um, is there a reference number for the call?
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes ma'am you can use my name [PII] and today's date.
[CUSTOMER][NEUTRAL] Or just
[CUSTOMER][POSITIVE] And today's date? OK, alrighty thank you so much. It was so nice talking to you. You have a great day.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] You too, Miss [PII] thank you you have a blessed weekend and thanks for calling APL.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Oh OK thank you bye now.
[AGENT][NEUTRAL] Bye bye.