AccountId: 011433970860
ContactId: 0b50f03d-22f3-410e-905d-d8409a7a1652
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 274630 ms
Total Talk Time (AGENT): 120460 ms
Total Talk Time (CUSTOMER): 115744 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=2.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/0b50f03d-22f3-410e-905d-d8409a7a1652_20250320T17:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, [PII]. My name is [PII]. Hi, I'm calling you from United Sleep Diagnostics. Um, can you please tell me to verify that this patient, um, will be covered for, um.
[AGENT][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] You know, for the primary insurance, he has to pay like for the home sleep study he's gonna have with us. Can I give you his information, please?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh yes ma'am, can you give me um your first name and your callback number just in case the call gets disconnected.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Of course, thank you. It's uh [PII] and the phone number is [PII].
[AGENT][NEUTRAL] OK, [PII]. OK, and what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yes, it's uh [PII]. Date of birth is [PII] and the ID number that I have is 01731961 M as in Mike L as in Lima number 8.
[AGENT][POSITIVE] OK, thank you so much. I appreciate you verifying that information for me.
[AGENT][NEUTRAL] OK. Let me pull up the policy real quick.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and this is, um, for [PII], I'm showing that he does have an active policy and the effective date of the policy is [PII], and you are correct.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] This is a supplemental insurance policy that's billed secondary to the primary. This policy helps with deductible, co-pay and co-insurance.
[CUSTOMER][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] He has an inpatient benefit amount of $2000 2500 dollars per calendar year, and then he also has an outpatient calendar year benefit amount of $2500 to help with deductible, co-pay or co-insurance.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. And does he uh have feel like anything?
[AGENT][NEUTRAL] Let me check for you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] No, nothing's been used for the year of [PII].
[CUSTOMER][NEUTRAL] OK, so that means that the APL will cover for the.
[CUSTOMER][NEUTRAL] The doctor that he has on the primary, right?
[AGENT][NEUTRAL] Right. The, the deductible copay or coinsurance.
[CUSTOMER][POSITIVE] OK, so that will be good. All right, excellent. Uh, thank you, [PII]. Can I have a reference number please and uh initial of your last name?
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] Yes ma'am, um, the reference number is gonna be my name [PII] and the last official is A.
[AGENT][NEUTRAL] And you'll use today's date.
[CUSTOMER][NEUTRAL] OK. And is your name spelled as [PII]?
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] Oh, why? But one, just one R, right?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] All right. All right, thank you. Uh, last question, uh, does he have any group number on the policy?
[AGENT][POSITIVE] Yes ma'am, let me look for give you that real quick.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Group number is 21867.
[CUSTOMER][POSITIVE] 2186. OK, got it. All right. Thank you so much for your help and assistance. All right?
[CUSTOMER][POSITIVE] Have a great day. Mhm.
[AGENT][POSITIVE] You're very welcome, Mrs. [PII]. Is there anything else I can do for you before we go?
[CUSTOMER][POSITIVE] No, that will be all thank you so much appreciate it.
[AGENT][POSITIVE] OK, you're welcome you have a wonderful day and thanks for calling APL. You too, Miss [PII]. Bye.
[CUSTOMER][POSITIVE] All right. Have a good one, right?
[CUSTOMER][POSITIVE] Thank you. You too. Bye-bye.