AccountId: 011433970860
ContactId: dfc034e9-67ce-457f-b580-2b9c69476018
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 138619 ms
Total Talk Time (AGENT): 53389 ms
Total Talk Time (CUSTOMER): 35802 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/dfc034e9-67ce-457f-b580-2b9c69476018_20250618T19:12_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] Hi, I'm calling with Instride Piedmont Podiatry. I'm calling to find out if a patient, um, may be covered for some custom orthotics.
[AGENT][NEUTRAL] May I have your name and then a callback number?
[CUSTOMER][NEUTRAL] Yeah my name's [PII] and the number is [PII].
[AGENT][NEUTRAL] And the policy number?
[CUSTOMER][NEUTRAL] 02596826
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] date of birth [PII].
[AGENT][NEUTRAL] And you're calling in for durable medical equipment benefits?
[CUSTOMER][POSITIVE] Correct, yes ma'am.
[AGENT][NEUTRAL] I'm pulling that information up for you now.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And in regards to this member's benefit, verification of coverage does not guarantee the payment of the claim.
[AGENT][NEUTRAL] This policy does cover DME. The member has up to $1000 per calendar year. That will go towards the primary insurance deductible, co-insurance, or co-pay.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] This policy is for sickness and injury only. It will not cover any type of preventative or wellness. In regards to the durable medical equipment, we do not cover non-disposable.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] All right thank you so much.
[AGENT][NEUTRAL] You're welcome. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] No ma'am that's it.
[AGENT][POSITIVE] Thank you for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] Alright you too.
[AGENT][NEUTRAL] Bye