AccountId: 011433970860
ContactId: 1481f72a-2348-4ccc-bbd3-0c07c72c54f8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 176779 ms
Total Talk Time (AGENT): 73060 ms
Total Talk Time (CUSTOMER): 95849 ms
Interruptions: 2
Overall Sentiment: AGENT=1.4, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/1481f72a-2348-4ccc-bbd3-0c07c72c54f8_20250226T21:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Afternoon. My name is [PII]. Uh, I'm calling because I, I have a sleep study coming up, appointment coming up, uh, next week, and, uh, they're, they just called me now saying that, uh, the deductible is gonna be $500 and I'm wondering if you guys will cover that or or that or that, you know, some of that. I, I, I'm not sure. I'm just going to check.
[AGENT][NEUTRAL] I can verify benefits. May I have your policy number?
[CUSTOMER][NEUTRAL] OK, my policy number is 02283875.
[AGENT][POSITIVE] Thank you. And may I have a good callback number for you?
[CUSTOMER][NEUTRAL] Uh yes, [PII].
[AGENT][NEUTRAL] Thank you. Can you verify your date of birth, your mailing address, and your email, please?
[CUSTOMER][NEUTRAL] Sure, um, [PII]. Um,
[CUSTOMER][NEUTRAL] Mailing address [PII] and my email is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim. So where would the sleep study be performed?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, it's a center called Be Beta Image.
[CUSTOMER][NEGATIVE] Fatal image.
[AGENT][NEUTRAL] So we'll be at a sleep study center.
[CUSTOMER][NEUTRAL] Uh yes, I, I think so. Yeah. It's a place that I go and, uh, yep.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Cause these policies have to be performed at the actual sleep study facility. It cannot be at home?
[AGENT][NEUTRAL] And let's see. OK. So under the outpatient enhanced plus, it would allow $500 per occurrence. It will pick up the copays, the co-insurance, and or deductibles.
[CUSTOMER][NEUTRAL] Hold on, he's not at home.
[CUSTOMER][POSITIVE] Awesome, awesome. OK, alright, so what should I do? I go to the place, get the study done, and then once I get the bill, I'll send it to you guys?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] You can have the facility file. Once they file with the primary, they can file with the secondary. Just give them your card and tell them you have secondary insurance.
[CUSTOMER][NEUTRAL] Anything.
[CUSTOMER][POSITIVE] OK. Awesome. Oh, so, such a great news. Thank you, thank you.
[AGENT][POSITIVE] Yes, you're welcome. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] Uh, no, that was all.
[AGENT][POSITIVE] [PII], thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] Thank you, thank you. Likewise. Bye-bye.