AccountId: 011433970860
ContactId: b530e388-5a1b-4011-a7dd-38250c90369d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 153059 ms
Total Talk Time (AGENT): 68677 ms
Total Talk Time (CUSTOMER): 72416 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/b530e388-5a1b-4011-a7dd-38250c90369d_20250520T14:21_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. I'm calling from a DME provider's office. I'm calling to verify eligibility and benefits for one of your members, please.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I can verify benefits for you. And you said your name is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and what is that policy number, please?
[CUSTOMER][NEUTRAL] It is 01994046. M as in Mike, L as in Lima.
[CUSTOMER][NEUTRAL] 8.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Mhm. [PII] is my direct line.
[AGENT][NEUTRAL] OK. Thank you, Ms. [PII]. And verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] It's for [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. I'm showing her effective date is [PII]. She is active on the policy. And what benefits you're needing for this patient?
[CUSTOMER][NEUTRAL] This is, it's for DME.
[AGENT][NEUTRAL] OK, thank you. Well, I show DME is covered under the policy as outpatient, um, not a guarantee of payment, just a verification coverage. With this policy as secondary, it helps with primary insurance deductible, co-pay, and or co-insurance, and the patient has a benefit max up to $5000 per calendar year.
[CUSTOMER][NEUTRAL] But.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Up to
[CUSTOMER][NEUTRAL] Is there's any deductible or out of pocket that needs to be like satisfied in order to be cover or start to be covered under this policy? No? OK. And this is a supplemental plan, right?
[AGENT][NEUTRAL] Uh, not with our company.
[AGENT][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] An authorization is gonna be needed.
[AGENT][NEUTRAL] Uh, it's not required.
[CUSTOMER][NEUTRAL] All right. Um.
[CUSTOMER][POSITIVE] I think I have done no other questions regarding the policy. Thank you so much. Uh, do you have a reference number for the call and please your name if you can repeat it for me?
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Uh, it's [PII] Um, as far as reference, you may use my name at today's date. Last initial is [PII]
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Alright, got it. Thank you, [PII]. Have a great day.
[AGENT][POSITIVE] Alright, you're welcome. Thanks for calling APM, Miss [PII]. Have a great day.
[CUSTOMER][NEUTRAL] Mm bye.