AccountId: 011433970860
ContactId: b80c6a81-364e-4215-b5b0-462ae7a687a9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 303049 ms
Total Talk Time (AGENT): 127563 ms
Total Talk Time (CUSTOMER): 127188 ms
Interruptions: 3
Overall Sentiment: AGENT=1.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/b80c6a81-364e-4215-b5b0-462ae7a687a9_20250312T13:22_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi, my name is [PII]. My best call back number is [PII]. I'm calling to check benefits and eligibility for a patient.
[AGENT][POSITIVE] Thank you for that. And [PII], I'll be more than happy to assist you with both the benefits and the eligibility. May I have a good contact number in case we're disconnected and then the policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh yes, that's the [PII] for the best callback number.
[AGENT][POSITIVE] I'm so sorry and I'm
[AGENT][NEUTRAL] And I'm looking right at it on my notes and I said it anyway. I'm so sorry. Can I have the policy number?
[CUSTOMER][NEUTRAL] Mhm. It's OK.
[CUSTOMER][NEUTRAL] Yes, of course, that will be 01841277.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] What.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Mhm. Yes. The first name is [PII] Last name is [PII], [PII] Date of birth [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I am showing that the policy is active. It's been effective since [PII].
[AGENT][NEUTRAL] And what type of benefits did you want to go over today?
[CUSTOMER][NEUTRAL] Yes, I would like to check for the durable medical equipment for CPAP supplies.
[AGENT][NEUTRAL] OK, so the policy does have um durable medical equipment coverage. Um, it comes out of the outpatient um benefit which is up to $2000 per calendar day.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, per calendar day. Uh, does it have any, um, deductible aside for the out of, uh, sorry, outpatient? Mhm.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] No, because this is their um secondary policy.
[CUSTOMER][NEUTRAL] Mm. All right.
[AGENT][NEUTRAL] Let me double, let me, um, but let me double check though because sometimes the policies do have um deductibles. So let me pull up the big policy. Hold on one second.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So I'm just waiting for it to come up here. Hold on one moment.
[AGENT][NEUTRAL] Alright, thank you so much for holding. I apologize for that wait. So yes, the outpatient maximum is $2000 per calendar day. For the outpatient, there is a deductible on this policy of $250 per person per calendar day.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm. OK, got it. Thank you for that. Um, does it have any group ID or group name as well for the patient's plan?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yes, the group number is 23971.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. 23971 thank you. Mhm.
[AGENT][NEUTRAL] And the
[AGENT][POSITIVE] Mhm. You're welcome.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And then the um group name is Frittle, F as in Frank, R like Robert, I D D L E S.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Orthopedic appliances.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, OK, orthopedic appliance, right?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, got it. How about the claim address?
[AGENT][NEUTRAL] It's PO Box 248.
[AGENT][NEUTRAL] 950.
[AGENT][NEUTRAL] Oklahoma City.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oklahoma
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][POSITIVE] Thank you so much for that. Uh, that's all that I need for today. Uh, can I just have a reference number for this call?
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name in today's date. And again, that's [PII] my last name is [PII], and then today's date.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] All right, got it. Thank you so much, [PII], for your help and you have a good one. Thank you.
[AGENT][POSITIVE] Thank you, you also, and thanks for calling APL. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Goodbye.