AccountId: 011433970860
ContactId: 3ce65fe8-8f17-4dd0-95f8-0585a14534f0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 460170 ms
Total Talk Time (AGENT): 146236 ms
Total Talk Time (CUSTOMER): 142857 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/3ce65fe8-8f17-4dd0-95f8-0585a14534f0_20250514T17:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Oh, hi, good day. My name is [PII] from Apria Healthcare. I would like to check the benefits and the eligibility of the patient for the DME.
[AGENT][NEUTRAL] OK, so you're looking for benefits for DME is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and [PII], what is your callback number just in case the call is disconnected?
[CUSTOMER][NEUTRAL] It's [PII]. They're going.
[AGENT][NEUTRAL] Thank you. And then may I have the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Uh wait a second.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Her name is [PII].
[CUSTOMER][NEUTRAL] And for the policy number.
[CUSTOMER][NEUTRAL] Oh, I do apologize. I don't have the
[CUSTOMER][NEUTRAL] Policy number here.
[AGENT][NEUTRAL] Do you have
[CUSTOMER][NEUTRAL] Oh, I think this is his husband shorts, [PII].
[AGENT][NEUTRAL] OK, do you have the social and I can try to pull in the policy that way.
[CUSTOMER][NEUTRAL] Um, So, yes, I do have the social. It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me see if I can find them for us.
[AGENT][NEUTRAL] OK, you said that
[AGENT][NEUTRAL] Patient's name is [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I am not finding a [PII] in our system.
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[AGENT][NEUTRAL] And I don't see a tiki either.
[CUSTOMER][NEUTRAL] Uh, how about the name is [PII].
[AGENT][NEUTRAL] Do you have [PII]'s?
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yes, it is [PII]. It shows here in.
[AGENT][NEUTRAL] Social.
[CUSTOMER][NEUTRAL] Uh, no, I don't have the social. I don't only have here is the certificate number.
[AGENT][NEUTRAL] OK, what is that, please?
[CUSTOMER][NEUTRAL] It's 02597460 [PII].
[AGENT][NEUTRAL] OK, let me pull that up real quick and see if Tiki is on there.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, I am showing Tiki is on [PII]'s policy. Um, the effective date for Tiki is [PII].
[AGENT][NEUTRAL] And let me check about DME for you.
[AGENT][NEUTRAL] OK, and this is just to verify benefits. It's not a guarantee of payment. The policy does cover uh durable medical equipment. This is a supplemental insurance policy that helps with deductible, co-pay, and co-insurance.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Oh, so this is only good for secondary?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mm, uh, does it show a primary insurance or none?
[AGENT][NEUTRAL] Um, let me look and see if I can look on the members group and see if I can find that for you.
[AGENT][NEUTRAL] It's showing that the major medical is A A V M E D AMed G H T.
[AGENT][NEUTRAL] Did you get that?
[CUSTOMER][NEUTRAL] I know.
[AGENT][NEUTRAL] Ahmed GHT.
[CUSTOMER][NEUTRAL] Oh wait a second.
[AGENT][NEUTRAL] Is there anything else I can help you with [PII] before we go?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, you can check.
[CUSTOMER][NEUTRAL] All right. uh, do you have the insurance of the primary phone number, contact number?
[AGENT][NEUTRAL] No, I don't have that information.
[CUSTOMER][NEUTRAL] All right. So, um, I think that's all. And uh
[CUSTOMER][NEUTRAL] Oh, let me have here.
[CUSTOMER][NEUTRAL] And can I have the member ID? Because the one I got here on the file is only the.
[AGENT][NEUTRAL] So.
[AGENT][POSITIVE] Yes, um, you just let me know when you're ready and I'll get it to you.
[CUSTOMER][NEUTRAL] Is the member ID ever given?
[CUSTOMER][POSITIVE] OK, OK. Yeah, I'm ready.
[AGENT][NEUTRAL] It yes it's the 25974 it's 2,597,460.
[AGENT][NEUTRAL] ML 8.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 59 074.
[CUSTOMER][NEUTRAL] 59. Uh and does have a group number or group ID?
[AGENT][NEUTRAL] Uh yes ma'am, let me look that up.
[AGENT][NEUTRAL] Just a second going over there.
[AGENT][NEUTRAL] OK, the group number is 80124.
[AGENT][NEUTRAL] And the name of the group is Albright Engineering.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you so much. The group number is 80124. Am I correct?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Got it. And what is your name again? Again, a reference number for this call, please?
[AGENT][NEUTRAL] Yes, ma'am. You can use my name [PII] and today's date for your reference.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] [PII], OK, got it. So thank you so much again, [PII] for taking my call for the information. Have a great day. Bye for now.
[AGENT][POSITIVE] You too, Ms. [PII]. You have a wonderful day also and thank you for calling APL. Bye-bye.