AccountId: 011433970860
ContactId: fde02059-d0c8-4f3a-8968-d8cf5e7c394e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 164479 ms
Total Talk Time (AGENT): 64434 ms
Total Talk Time (CUSTOMER): 74003 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/fde02059-d0c8-4f3a-8968-d8cf5e7c394e_20250624T14:34_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting APO. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello. Yeah, good morning, ma'am. This is [PII] from American Home Care Equipment. Just need to uh confirm benefit for a patient.
[AGENT][NEUTRAL] I can help with benefits. What is that policy number, please?
[CUSTOMER][NEUTRAL] Uh yeah, that's gonna be 022.
[CUSTOMER][NEUTRAL] 404
[CUSTOMER][NEUTRAL] 89.
[CUSTOMER][NEUTRAL] M for Mary, L for Lima.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Uh yeah, sure. First name is [PII]. Last name is [PII].
[CUSTOMER][NEUTRAL] Uh, date of birth is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Uh, yeah, callback number, ma'am is [PII].
[AGENT][NEUTRAL] Thank you. The policy went into effect on [PII]. It is active. Now, you mentioned benefits. Is there anything in particular that I can tell you about the secondary or gap insurance?
[CUSTOMER][NEUTRAL] Uh, yeah, so for the gap insurance, we just wanted to check if it covered because I can see that the primary insurance of the patient is uh Empire United Healthcare, and we just wanted to check if the gap insurance will also cover the durable medical equipment.
[AGENT][NEUTRAL] Yes, durable medical equipment is covered. So what we will do for durable medical equipment.
[AGENT][NEUTRAL] And we will pick up the deductible, co-payment or co-insurance up to 7000.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] $900 per calendar year.
[AGENT][NEUTRAL] That's just a verification of the benefits, not a guarantee of payment, but that's what we do.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] For this policy. Now it looks it looks like for the calendar year [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, Enrique has only used about $200 of that.
[CUSTOMER][POSITIVE] OK, I see. That's good to hear then.
[AGENT][NEUTRAL] So is, is there anything else at all that I can help you with? Um, would you like to know our mailing address or anything like that?
[CUSTOMER][POSITIVE] All good man
[CUSTOMER][NEUTRAL] Uh, all good, ma'am, thank you. I just wanted to check for a call reference number.
[AGENT][NEUTRAL] My name is [PII]. The first letter of my last name is [PII]. We'll use that today's date as our record.
[CUSTOMER][POSITIVE] OK, I see. Thank you so much. Have a great day. Thank you. Bye-bye.
[AGENT][NEGATIVE] No thanks for contacting ATO.