AccountId: 011433970860
ContactId: d369e1c5-ee54-4dbb-8a06-7c55fa3123a6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 228429 ms
Total Talk Time (AGENT): 56019 ms
Total Talk Time (CUSTOMER): 111838 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/d369e1c5-ee54-4dbb-8a06-7c55fa3123a6_20250522T21:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, I'm calling in reference to a claim that I submitted.
[AGENT][NEUTRAL] OK, may I have your name and a callback number?
[CUSTOMER][NEUTRAL] I, I
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And may I have your policy number?
[CUSTOMER][NEUTRAL] 01791985.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] And could you please verify your date of birth and the mailing address listed on file?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK. May I have your email address?
[CUSTOMER][NEUTRAL] Um, it should be, it's either [PII] gets [PII]
[AGENT][NEUTRAL] I mean, I'm sorry, your mailing address.
[AGENT][NEUTRAL] Mailing address, physical mailing address.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][POSITIVE] And thank you so much [PII] for verifying your policy. You were calling in regards to a claim?
[CUSTOMER][NEUTRAL] Yes, I filed a claim for data service of 4-9-2025, and I just received a check and it looks like it's for partial payments for durable medical equipment. I received a check for 6898, uh, but there were two types of services on that claim, and the total should have been $100 so I didn't know if the other piece was still being processed or if it was denied.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, I'm pulling it up for you.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] So it looks like one of the codes denied that we do not cover non-disposables.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] doesn't say exactly which one it was because they're all part of my CPAP supplies.
[AGENT][NEGATIVE] That is the code 87038. That's the one that denied.
[CUSTOMER][NEUTRAL] OK. Um,
[CUSTOMER][NEUTRAL] But you can't tell from that what piece of the equipment that was.
[AGENT][NEUTRAL] You're wanting to know what that code is, what it is?
[CUSTOMER][NEUTRAL] Yeah, because I get a mask, I get tubing, humidifier. I was just trying to figure out what piece.
[AGENT][NEUTRAL] This is the
[AGENT][NEUTRAL] This is the filter.
[CUSTOMER][NEUTRAL] That belongs to my C the filters.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, so the filters is not considered durable medical?
[AGENT][NEUTRAL] We don't cover, we don't cover disposable.
[CUSTOMER][NEUTRAL] Equipment
[CUSTOMER][NEUTRAL] Oh, because it can be thrown away. Oh.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Even if it's part of a CPAP machine.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Oh, OK. Mm, I didn't know that. OK, all right, that explains the other $20 something dollars. OK.
[AGENT][NEUTRAL] OK, and is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] No, that's all. Thank you.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you, bye.