AccountId: 011433970860
ContactId: b035e34f-1e36-484a-8776-b1a5604a77e5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 142919 ms
Total Talk Time (AGENT): 60896 ms
Total Talk Time (CUSTOMER): 67963 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/b035e34f-1e36-484a-8776-b1a5604a77e5_20250428T13:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. I am calling from Apria Healthcare in reference to a mutual customer. I was calling to verify eligibility for their insurance, please.
[AGENT][POSITIVE] Um, yes, ma'am. I can assist you with benefits. Um, first, could I get your name again and a good callback number in case we're disconnected?
[CUSTOMER][POSITIVE] Absolutely. Um, my first name is [PII]
[CUSTOMER][NEUTRAL] And the phone number it's [PII].
[CUSTOMER][NEUTRAL] [PII] option 2.
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] Uh, it is 02100295 Mike Lima 8.
[AGENT][NEUTRAL] OK. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Yep, it's [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK. And just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII]. The policy is still active.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, it is going to be for, um, durable medical equipment supplies. It's listed as their secondary coverage.
[AGENT][NEUTRAL] OK. Yes, ma'am. This is for secondary coverage. Um, we cover the co-pay, the co-insurance, and the deductible after the primary insurance processes the claim. And for DME we cover up to 7350 per calendar year.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Per year, OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] All right, thank you very much. That was all I needed.
[AGENT][POSITIVE] OK. Well, I thank you, [PII] again for calling APL. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] Uh, no, ma'am, thanks again.
[AGENT][POSITIVE] OK. Thank you again for calling APL. You have a great rest of your day. Mm bye.
[CUSTOMER][POSITIVE] You too thank you bye bye.