AccountId: 011433970860
ContactId: 3f95db80-6e85-4959-8201-734b111d9c9a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 286920 ms
Total Talk Time (AGENT): 99930 ms
Total Talk Time (CUSTOMER): 90934 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/3f95db80-6e85-4959-8201-734b111d9c9a_20250612T15:18_UTC.wav
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[AGENT][POSITIVE] Good morning thank you for calling APL. My name is [PII].
[AGENT][NEUTRAL] How can I help you?
[CUSTOMER][NEUTRAL] Um, hi, [PII]. My name is [PII]. I'm calling from Miller's. We're a DME provider, and I am calling to verify benefits.
[AGENT][NEUTRAL] OK, I can assist with that, [PII]. What is your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you very much. What is the policy number?
[CUSTOMER][NEUTRAL] Um, policy number.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Um, sorry, I'm looking for, oh, here it is, um.
[CUSTOMER][NEUTRAL] 02571075 M like Mike L like Lima 8
[AGENT][NEUTRAL] OK. And to repeat and confirm, I have that as.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 02571075 ML 8.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you so much. verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, this is for.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much. I have the mirror pulled up and again you're calling for DME Benefits. Give me one moment to help you with that.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK thank you. Now with this policy he shows effective as of [PII].
[AGENT][NEUTRAL] This is a secondary policy and for DME give me one moment to check here.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, please note verification of benefits provided outside guarantee payment. Um, he does have a writer to help with covered DME, and we will pay up to $500 per calendar day for covered outpatient services.
[CUSTOMER][NEUTRAL] So per day?
[CUSTOMER][NEUTRAL] So this is her actual piece of equipment, not uh.
[CUSTOMER][NEUTRAL] Appointment if you will. This is actually what is this for? This is for a CPAP machine with supplies.
[AGENT][NEUTRAL] The benefit we pay is up to $500 per calendar day.
[AGENT][NEUTRAL] For covered benefits.
[CUSTOMER][NEUTRAL] So as a rental, you'll pay up to $500.
[CUSTOMER][NEUTRAL] Is that what you're trying to say?
[AGENT][NEUTRAL] Yes, what I'm saying is we pay $500 per day for covered outpatient services. The member does have a writer to help cover DME for covered services. However, we only pay $500 per day for all covered outpatient services.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so, um,
[CUSTOMER][NEUTRAL] My next question is.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Of course
[CUSTOMER][NEUTRAL] Can you tell me what they're what's reported as primary?
[AGENT][NEUTRAL] Let me see if we have the information. One moment.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] United Healthcare may be the primary.
[CUSTOMER][NEUTRAL] I'm sorry, say again.
[AGENT][NEUTRAL] United Healthcare may be the primary.
[CUSTOMER][NEUTRAL] Healthcare. OK. That's what we showed too, but I, I, I thought maybe it was like Medicare or something, but, uh, OK, it's all right.
[CUSTOMER][NEUTRAL] Um, and then, [PII], is there a call reference number for our conversation?
[AGENT][NEUTRAL] Uh, no, but you can use my name and today's date. My last initial is [PII].
[CUSTOMER][POSITIVE] All right. Well, thanks a lot. I appreciate it.
[AGENT][POSITIVE] You're welcome. You're welcome, and thank you so much for calling [PII]. Have a great day.
[CUSTOMER][POSITIVE] Thank you. You too. Bye-bye.
[AGENT][NEUTRAL] Mm bye.