AccountId: 011433970860
ContactId: dd156067-0e57-4e21-8a75-b97409fcf324
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 164179 ms
Total Talk Time (AGENT): 63530 ms
Total Talk Time (CUSTOMER): 55461 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/dd156067-0e57-4e21-8a75-b97409fcf324_20250211T19:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII]. I just need to verify benefits for a patient.
[AGENT][NEUTRAL] I can help you, [PII]. What's the policy number?
[CUSTOMER][NEUTRAL] It's gonna be 01923350.
[AGENT][NEUTRAL] And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And um you said that you're needing eligibility and benefits?
[CUSTOMER][NEUTRAL] Yes, to see if um they pick up deductible and all that.
[AGENT][NEUTRAL] OK, is this for an office visit?
[CUSTOMER][POSITIVE] It's gonna be for durable medical equipment.
[AGENT][NEUTRAL] DME. OK, thank you. Give me one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII] date of birth [PII].
[AGENT][NEUTRAL] All right. Thank you for that information, [PII]. The policy effective date is [PII], currently active at this time?
[AGENT][NEUTRAL] And I do show that there is a DME writer under this policy, and the maximum outpatient benefit is up to $1000 per calendar day.
[AGENT][NEUTRAL] Information provided is verification, not a guarantee of payment. And any other questions, Ms. [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, let me just confirm here. Do, do you guys pick up what the primary insurance is not, so like a deductible and co-insurance?
[AGENT][NEUTRAL] Mhm, uh, deductible co-insurance and or co-pay amount of covered charges.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. And then last time, um, I believe when we verified the filters were considered disposable and not billable. Is that still the case? Can you um check for me?
[AGENT][POSITIVE] That is correct. That's correct.
[CUSTOMER][NEUTRAL] OK, no filters. OK, perfect and then can I just get a reference number for this call?
[AGENT][NEUTRAL] My name in today's date, [PII]. Did you have any other questions?
[CUSTOMER][POSITIVE] That was all. Thank you. Have a great one.
[AGENT][POSITIVE] Uh, you too. Thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too.