AccountId: 011433970860
ContactId: c8bcc32b-f5dc-4abe-9fd0-ae798f4484db
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 319899 ms
Total Talk Time (AGENT): 132659 ms
Total Talk Time (CUSTOMER): 89008 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/c8bcc32b-f5dc-4abe-9fd0-ae798f4484db_20250606T15:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, I have a question about uh my benefits, uh, with this plan. I'm wondering if you can help me with that?
[AGENT][POSITIVE] Yeah, absolutely. Do you have your policy number? I can pull that up.
[CUSTOMER][NEUTRAL] Yeah I do. It's uh 025.
[CUSTOMER][NEUTRAL] 72509
[AGENT][NEUTRAL] All right, give me just a moment, let me pull this up here.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Alright, and then I'll need to verify please your name and date of birth.
[CUSTOMER][NEUTRAL] Uh, it's [PII]. It's [PII].
[AGENT][NEUTRAL] OK and then if you can give me the address and email address we should have on file.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah, it's [PII]. Uh, you said email it's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] All right, thank you so much. OK, so what kind of questions did you have?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So I have sleep apnea and um I know that the, the test was covered through your, you know, through the policy, but uh every, I think it's every 3 months, um, I have to get new equipment which is like the, the mask and the filters and what have you, and I'm wondering if is that also covered through this policy?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Let me see what it says on medical equipment here.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] This is CPAP breathing machines. Let's see.
[AGENT][NEUTRAL] So it does list durable medical equipment in here. Um, and CPAPs are actually listed. Um, so it looks like it would just fall under outpatient charges cause I don't see any sort of different amount, you know, for medical equipment. So it looks like it would just fall under your outpatient benefits. So,
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] As long as you still had some money there remaining, you could definitely submit claims for um reimbursement on those, yeah.
[CUSTOMER][NEUTRAL] How would I, how would I know how much is, uh, because they wanna do it like every 3 months and I'm like, well, that's, you know, I mean, I don't know if I need, you know, I mean, like, in there I don't know, is it super important, you know, because, you know, to clean them every day and what have you, so do I, do you know how much is left on that, on that part maybe?
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yeah, let's take a look.
[CUSTOMER][POSITIVE] Maybe I'll do this one and then you know yeah it'd be great if you could do that.
[AGENT][NEUTRAL] So, looks like, oh that's per covered. OK. So your max is 3000, it looks like for the year.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Oh, so now see this does show, OK, so.
[AGENT][NEUTRAL] It shows outpatient.
[AGENT][NEUTRAL] 209 30 and then 3225. So I'm guessing cause you did have the sleep study and then it does show medical equipment, so.
[CUSTOMER][NEUTRAL] Yeah, yeah, they, they said they just reimbursed me for that for that part.
[AGENT][NEUTRAL] Yeah, so it looks like to date you've only used 24155.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you have a calendar year max of 3000, so you still have decent ways to go, uh, considering half the year is just over now.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] OK, alright, perfect, then I guess one because they're, they're gonna bill my credit card directly so uh I guess at that point then I'll just, I'll do what I did last time. I'll just submit this, uh, as a, you know, as a receipt or what have you, um, with whatever they give me.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, absolutely, and then, yeah, and then we can just reimburse you. That works totally.
[CUSTOMER][POSITIVE] OK all right well thank you so much you've been super helpful thank you so much.
[AGENT][POSITIVE] Yeah, no, no welcome. Have a good day.
[CUSTOMER][POSITIVE] OK thank you you too bye bye.
[AGENT][NEUTRAL] Bye-bye.