AccountId: 011433970860
ContactId: 5cdb474b-31f1-473e-9251-c634837a3d06
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 209779 ms
Total Talk Time (AGENT): 98888 ms
Total Talk Time (CUSTOMER): 111690 ms
Interruptions: 1
Overall Sentiment: AGENT=2.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/5cdb474b-31f1-473e-9251-c634837a3d06_20250219T18:45_UTC.wav
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[AGENT][NEUTRAL] APL, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII]. I'm calling from AeroCare. I'm calling um in regards to a mutual patient. Just wanted to check uh the supplemental benefits of this policy uh for DME.
[AGENT][NEUTRAL] I'd be glad to look. Yes, of course, I can look that up. And uh [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, sure. It is 02572509.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] It is [PII] and date of birth [PII].
[AGENT][POSITIVE] Do appreciate that. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Sure. It is um [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] I do appreciate that. Thank you. So for durable medical, we will pick up the deductible, co-payment or co-insurance up to $3000 for calendar year. That is just a verification of benefits, not a guarantee of payment, but yes, it is covered. Um, and, uh, after you file through their major medical, you would just file through us, uh, and uh we'll be glad to take care of that. It usually takes us 3 to 6 business days to get those claims process.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 123
[CUSTOMER][NEUTRAL] OK. So, um, the patient has a primary, uh, and their primary deductible is 6000. They have not met it yet. So you would pick up that, um,
[AGENT][POSITIVE] That's, yes, that's exactly what we do. That's yeah.
[CUSTOMER][NEUTRAL] Is that, is that what I, OK, perfect. OK. So I understand. Just I'm making sure. OK, um, all right. So, uh, could I get a reference number for the call?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yes, my name is [PII]. The first letter of my last name is [PII], and we're gonna use that today's date as a reference. Is there anything else at all I can tell you where to file the claim, um, anything at all?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, yes, please. Where would I file the claim?
[AGENT][NEUTRAL] Uh, we have two ways of doing it. The fastest is on our website that's um.
[AGENT][NEUTRAL] [PII]. We do have a provider portal and you can check the claim as it's processed or you can mail it to PO Box.
[AGENT][NEUTRAL] 248
[AGENT][NEUTRAL] 950. That is in [PII] City.
[CUSTOMER][NEUTRAL] 957
[AGENT][NEUTRAL] Sure, just let me know if I'm going too fast. I'm sorry.
[CUSTOMER][NEUTRAL] [PII]. No, I got it. [PII]. Uh-huh.
[AGENT][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] 8950 and our fax number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 877
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 9423, but as I mentioned, yeah, if you wanted to do it online, uh, you can actually track the the claim as it's received and as it's processed if you would like that.
[CUSTOMER][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] 84
[CUSTOMER][NEUTRAL] OK, perfect. OK. Um, so that again that was uh [PII], [PII] and the fax was [PII].
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK. And the website you said is uh [PII]?
[AGENT][POSITIVE] I that, yes, that's correct.
[CUSTOMER][POSITIVE] OK. OK, perfect. Uh, all right. I think I have everything. Thank you so much, [PII], and you have a pleasant rest of your day.
[AGENT][POSITIVE] Mhm thanks for contacting AP have a good day.