AccountId: 011433970860
ContactId: 93008fac-3baa-4fd3-8d0e-23e37ea2d340
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 275130 ms
Total Talk Time (AGENT): 121901 ms
Total Talk Time (CUSTOMER): 117315 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/93008fac-3baa-4fd3-8d0e-23e37ea2d340_20250402T21:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, hi. I'm [PII]. I'm calling from Ariya Healthcare on a recorded line. This call is regarding patient eligibility and benefits. Could you please help me with this?
[AGENT][NEUTRAL] Sure, I can check eligibility and benefits for you. I'm sorry, did you say your name was [PII]?
[CUSTOMER][NEUTRAL] No, it's I. I spell it as [PII]. It's present.
[AGENT][POSITIVE] Oh, I'm so sorry about that. Alright, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, sure. It's [PII]. Uh
[AGENT][NEUTRAL] OK, and then, uh, did you have that policy number?
[CUSTOMER][NEUTRAL] Yeah, I have the policy number. It's 02313134 M as in Mike L as in Lima, A8.
[CUSTOMER][NEUTRAL] Number 8, last.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII], uh, yeah, Dad and [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that persona. So this policy terminated [PII]. If you'll give me one moment, I'll see if they have one that's active. It might just be a different policy number.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, go ahead.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, so they do have one that is currently active. Let me know when you're ready. I'll give you that updated policy number.
[CUSTOMER][POSITIVE] Yeah, I'm ready.
[AGENT][NEUTRAL] OK, that is 0246.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 7742.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And so this one's effective date was uh [PII].
[CUSTOMER][NEUTRAL] Uh, effective date.
[CUSTOMER][POSITIVE] OK. Thank you so much. And is this DME covered?
[AGENT][POSITIVE] Um, could you repeat that? I'm so sorry.
[CUSTOMER][NEUTRAL] Yeah. Is this durable medical equipment is covered for this plan?
[AGENT][NEUTRAL] So, yeah, so this is a secondary medical policy. Uh, it is designed to help with co-pay, deductible and co-insurance after major medical pays.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. Thank you so much. May I have the claim address for this, please?
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] I'm so sorry, what was that?
[CUSTOMER][NEUTRAL] Claim mailing address?
[AGENT][NEUTRAL] Mailing address is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that is in [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 8950. OK. May I have the payer ID please?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Sure, that's 60801.
[CUSTOMER][NEUTRAL] Just allow me one moment. I'm gonna check here.
[AGENT][NEUTRAL] Of course.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Uh, can you please tell me the full insurance name? Is this American Public Life?
[AGENT][POSITIVE] That's correct, yes.
[CUSTOMER][POSITIVE] OK. Thank you so much.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, yeah, I found the page. Thank you so much.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yeah, can you please check uh whether it is in network with Apria or not?
[AGENT][NEUTRAL] So as this policy is very dependent on major medical, it does not have its own network. As long as major medical is willing to pay, this policy can. If majored does not, this policy can't.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, understood. Thank you so much. May I have the call reference number for this call?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Sure, reference number would just be my first name, last initial, and today's date. Uh, so my name is spelled [PII] Last initial is [PII] Was there anything else I could help you with?
[CUSTOMER][POSITIVE] No, thank you so much, [PII]. Thank you so much for assisting me today. Thank you so much for all the details. Yeah. Have a great day. Bye-bye.
[AGENT][NEUTRAL] Of course, yeah.
[AGENT][POSITIVE] Of course, thanks for calling APL you too thank you bye bye.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.