AccountId: 011433970860
ContactId: 9ded58b7-517e-413a-888c-f17a4a47c5e2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 202130 ms
Total Talk Time (AGENT): 88775 ms
Total Talk Time (CUSTOMER): 84571 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/9ded58b7-517e-413a-888c-f17a4a47c5e2_20250325T16:31_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling A speaking. May I help you?
[CUSTOMER][NEUTRAL] Hi, good morning or good afternoon. My name is [PII]. I'm calling with ENT and allergy Associates of Florida. I was checking to see if one of your members has hearing aid benefits with their plan.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I can verify DME benefits for you. And what is the policy number, Ms. [PII]?
[CUSTOMER][NEUTRAL] 256-77
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Sounds like it's missing a couple of numbers. Do you have a copy of the card in front of you?
[CUSTOMER][NEUTRAL] Yes, let me see here. Oh my gosh, that's the group somebody put the group number in sorry about that, um.
[AGENT][NEUTRAL] No, you're fine.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Where is there? I don't see anything on there.
[AGENT][NEUTRAL] At the bottom of the card, do you see an in-hospital or outpatient benefit certificate number? Yes, ma'am.
[CUSTOMER][NEUTRAL] Oh yeah, uh-huh.
[CUSTOMER][NEUTRAL] Which one? Outpatient?
[AGENT][NEUTRAL] Uh, the outpatient is fine. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK. 02262371 ML 8.
[AGENT][POSITIVE] Awesome, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII], [PII].
[AGENT][NEUTRAL] OK, thank you so much. I'm showing his effective date is [PII]. He is active on the policy and you're calling to verify if hearing aids are covered, correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh, OK. Uh, yes, ma'am. I do show durable medical equipment on the policy, so it could be covered as outpatient, uh, not a guarantee of payment, just a verification of coverage. With this policy, we are secondary. We help with primary insurance deductible, co-pay and or co-insurance, and he has an outpatient benefit max up to $1000 per calendar year.
[CUSTOMER][NEUTRAL] OK, and is that um are you able to see if he's used it or if it's still available?
[AGENT][NEUTRAL] Uh, it's available. I don't show he's used any benefits for this year.
[CUSTOMER][POSITIVE] OK, perfect, thank you, and it's just $1000 total.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Yes, ma'am, uh, per calendar year.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, and um I'm sorry, would I be able to have your name and last initial and a reference number for the call?
[AGENT][NEUTRAL] Uh, you can use my name in today's date as reference and it's [PII], last initial [PII].
[CUSTOMER][POSITIVE] Thank you. And you're Eastern Standard Time?
[AGENT][NEUTRAL] Uh, central.
[CUSTOMER][NEUTRAL] Central. So it is [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Oh no, what am I? OK, [PII] OK, thank you so much for your help.
[AGENT][POSITIVE] You are welcome and thanks for calling APL Ms. [PII]. Have a great rest of your day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Bye.