AccountId: 011433970860
ContactId: 2982bd18-7376-4a43-86b8-49a6d0f3e09c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 136619 ms
Total Talk Time (AGENT): 62869 ms
Total Talk Time (CUSTOMER): 59201 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/2982bd18-7376-4a43-86b8-49a6d0f3e09c_20250318T17:52_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] Hi, [PII]. Um, my name is [PII] with Baptist Sleep, uh, Sleep Center, and I'm calling to check on a, a, um, gap for a patient that she has a financial responsibility. We just wanted to see if it would cover that.
[AGENT][NEUTRAL] I can verify benefits, [PII]. May I have a policy number?
[CUSTOMER][NEUTRAL] Uh, the policy number is 2342994.
[AGENT][NEUTRAL] And may I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, patient's name, uh, let's see, [PII].
[CUSTOMER][NEUTRAL] And date of birth [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim. And where would place of service be?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It will be an outpatient?
[AGENT][NEUTRAL] OK. So outpatient per calendar day allows $500. For a sleep study, it has to be either in the doctor's office or at a sleep study facility.
[CUSTOMER][NEUTRAL] It is, I think it's going to be, let me see here. I think it's gonna be in the, yeah, it's gonna be in the lab, in the, in the sleep study.
[AGENT][NEUTRAL] OK. So that will fall under the outpatient per calendar day benefit amount of $500.
[CUSTOMER][NEUTRAL] $500. So that's what they like if they have a, well they have a large amount, they have $1,624 of financial responsibility, so those $500 will go towards that.
[AGENT][NEUTRAL] Yes, ma'am. We will pick up the copays, the co-insurance, and our deductibles up to the 500.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. OK.
[CUSTOMER][NEUTRAL] I think that's it. Do you happen to have a reference number for, for the call today?
[AGENT][NEUTRAL] Yes, it will be my name which is [PII] Last initial is [PII] along with today's date.
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][POSITIVE] [PII], thank you.
[CUSTOMER][NEUTRAL] All right, and that should be it.
[AGENT][POSITIVE] Thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye bye.