AccountId: 011433970860
ContactId: 30ec7f56-71a1-4e2f-bbc3-10a52600db6d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 254940 ms
Total Talk Time (AGENT): 116910 ms
Total Talk Time (CUSTOMER): 102442 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/30ec7f56-71a1-4e2f-bbc3-10a52600db6d_20250425T19:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, [PII]. My name is [PII] and I'm calling to check uh eligibility and benefits of this patient for DME.
[AGENT][NEUTRAL] OK, and I'm so sorry, may I have the spelling of your first name?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Uh, sure. It's [PII].
[CUSTOMER][NEUTRAL] The initial of name is [PII].
[AGENT][POSITIVE] Thank you and your callback number please?
[CUSTOMER][NEUTRAL] Mhm. Callback number is [PII]. No extension number.
[AGENT][NEUTRAL] Thank you and may I have the policy number please?
[CUSTOMER][NEUTRAL] Sure. It's 01991588.
[AGENT][POSITIVE] OK thank you let me
[CUSTOMER][NEUTRAL] Or, I'm sorry, the other
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm so sorry, go ahead.
[CUSTOMER][NEUTRAL] I am sorry, kindly check with that um member ID number because I do have here another member ID number.
[AGENT][NEUTRAL] OK, um, what is the member's name and date of birth?
[CUSTOMER][NEUTRAL] Um, patient name is [PII], and date of birth is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you very much. And I have this policy pulled up. Now this policy shows that it termed as of [PII]. Um, did you say that you have another policy number that I can check?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh yes, I have here. It's 02462910.
[AGENT][NEUTRAL] OK, thank you. Let me just check that for you for you, one moment.
[CUSTOMER][POSITIVE] Sure. Thank you so much, [PII].
[AGENT][POSITIVE] You're welcome, you're welcome.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, let me just repeat that to you just to make sure I have that correct. I have that as 02462910.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you, and that policy shows as active. Thank you for that information. And this policy shows effective as of [PII] and it shows active. Now for the benefits for DME, give me one moment. Let me check to see that.
[CUSTOMER][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. Uh, sure.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, thank you so much for your patience. Um, please note verification of benefits provided does not guarantee payment. The member does have a benefit to help with covered DME and that goes under the or falls under the outpatient max of $4500 for the calendar year.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] This member does have a deductible to meet and that is $1500 for the calendar year.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] All right, thank you so much for that. And may I know the places billing address?
[AGENT][NEUTRAL] Yes, certainly. It is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] It
[CUSTOMER][POSITIVE] All right, perfect. Thank you so much uh for your help. I think that will be all. And may I have a whole reference number as well as the spelling of your name, if there's any um
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah, for the initial of your last name.
[AGENT][NEUTRAL] OK. We do not provide reference numbers, but you can use my name and today's date. The spelling of my first name is [PII], last initial [PII], and today's date, please. Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] All right. Thank you so much, and [PII], for your help. I hope you have a great day and happy weekend.
[AGENT][POSITIVE] You as well, and thank you for calling APL. Take care. Bye.
[CUSTOMER][POSITIVE] Thank you. Bye, bye-bye.