AccountId: 011433970860
ContactId: 3f03bae9-4503-4fc4-9a65-c6d38a00725a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 237520 ms
Total Talk Time (AGENT): 76894 ms
Total Talk Time (CUSTOMER): 127162 ms
Interruptions: 5
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/3f03bae9-4503-4fc4-9a65-c6d38a00725a_20250606T17:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII], um, this is [PII]. I'm calling to check the, uh, benefits and eligibility of a patient.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] I can help you with benefits and eligibility. Can I get your name one more time and where you're calling from?
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] On when last name initial [PII].
[CUSTOMER][NEUTRAL] Yeah, I'm calling from, uh, reliable Medical of Conway LLC.
[AGENT][NEUTRAL] And can you spell your name for me, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And what's a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] No, technically.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] The policy number on behalf is 2521747.
[AGENT][NEUTRAL] Give me just one second.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] And also.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Can I get you to verify the patient's name and date of birth for me, please?
[CUSTOMER][NEUTRAL] Yeah, uh the Carry waiter or Whittier, um, [PII].
[AGENT][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] Alright, I'm showing that this policy is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And were there specific benefits you were needing, you had questions on?
[CUSTOMER][NEUTRAL] Um, just for, um, BME CPAP supplies.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, give me just a moment.
[CUSTOMER][NEUTRAL] You know.
[CUSTOMER][NEUTRAL] You know.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and this is the verification of benefits, not a guarantee of payment. It looks like DME is covered under their outpatient services. They have an outpatient benefit maximum of up to $200 per calendar day.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] What?
[AGENT][NEUTRAL] It looks like we will pay the out of pocket amount incurred for the DME when it's recommended by a physician.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And covered by another medical plan.
[AGENT][NEUTRAL] Because this is secondary gap insurance, so the primary will need to um pay some benefits first.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, I understand. So yeah, I'm thinking a little bit for today. May I have a call reference number please?
[AGENT][NEUTRAL] So we don't do call reference numbers, but you can use my name and last initial in today's date so [PII].
[CUSTOMER][NEUTRAL] I'll
[CUSTOMER][NEUTRAL] Uh, what's your last name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Got it. Thank you so much for today. You have a great weekend.
[AGENT][POSITIVE] Thank you for calling APL. Have a great weekend.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Because credential that is on the way and we're just trying to verify insurance on the file um for your.
[CUSTOMER][NEUTRAL] And by checking here, um, the insurance that we have is helpful and we're trying to verify this insurance for now and showing that down. So I'm just calling to verify we have a new insurance.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, but, uh, housing, right?