AccountId: 011433970860
ContactId: 282a5bd5-bb1f-411e-b729-b465a4f6a73b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 169750 ms
Total Talk Time (AGENT): 61032 ms
Total Talk Time (CUSTOMER): 87787 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/282a5bd5-bb1f-411e-b729-b465a4f6a73b_20250204T17:03_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, I'm [PII]. I'm calling from Blackstone Medical Services.
[CUSTOMER][NEUTRAL] And I would like to check the eligibility and benefits for a member for a home sleep study.
[AGENT][NEUTRAL] I can verify benefits and eligibility. May I have a policy number?
[CUSTOMER][NEUTRAL] Yes, it is 01835972.
[AGENT][NEUTRAL] I'm sorry, I have 018359.
[CUSTOMER][NEUTRAL] 72.
[AGENT][NEUTRAL] May I have a good callback number for you?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim. This plan is effective [PII] and it is active.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Well I
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Which benefit can I provide for you?
[CUSTOMER][NEUTRAL] So this is a home sleep study. This will be done in the member's home, OK? And I have.
[CUSTOMER][NEUTRAL] 33 codes. I mean, a question, Is this a gap or this is has an own network? Is this an insurance? What is this?
[AGENT][NEGATIVE] This is their secondary or gap plan. It does not have the benefit for DME. So that sleep study would not be covered.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] But I mean we're gonna ship a device to the member's home, but this is not the home health care, OK?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEGATIVE] Uh, but you're telling me that this will not be covered, right?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK. Give me a second, please.
[CUSTOMER][NEUTRAL] Please may I have the spelling of your name and the initial of your last name?
[AGENT][NEUTRAL] Yes, it's [PII] Last initial is [PII] along with today's date.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, and that will be the reference number, right?
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] OK, so just to confirm, this does not cover DME, so that's why it's an uncovered service.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][POSITIVE] Thank you so much. I really appreciate it. Thank you, [PII]. I hope you have an amazing day. Bye-bye.
[AGENT][POSITIVE] [PII], you're so welcome and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.