AccountId: 011433970860
ContactId: 29e82c5c-33d4-4aa8-8746-6132079a83f9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 315809 ms
Total Talk Time (AGENT): 114190 ms
Total Talk Time (CUSTOMER): 72016 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/29e82c5c-33d4-4aa8-8746-6132079a83f9_20250428T13:23_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hello, uh, this is [PII] from Blackstone Medical Services, and I'm calling you just to verify, uh, benefits for a home sleep study.
[AGENT][NEUTRAL] OK, home sleep study, OK.
[AGENT][NEUTRAL] Sure, I can assist you with that information, Mr. [PII], and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] All right, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes is.
[CUSTOMER][NEUTRAL] 02543833
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Oh my
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] May I have um the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Member's name is [PII] and date of birth is [PII].
[AGENT][POSITIVE] Mm thank you.
[AGENT][NEUTRAL] OK, so this is let me go ahead and pull the benefits. And before I give you any benefit information, I need to let you know that this is not a guarantee of payment, just a verification of coverage, and that's just a disclaimer. And this is one of our secondary supplemental plan to the major medical with an effective date of [PII] and it is active at the moment.
[AGENT][NEUTRAL] There will be a few more minutes. I'm just waiting on [PII].
[CUSTOMER][NEUTRAL] I have a question for I have a question for you.
[AGENT][NEUTRAL] Yeah, go ahead.
[CUSTOMER][NEUTRAL] Is this only uh a supplemental policy for Medicare or it'll be it could be secondary for any other insurance.
[AGENT][NEUTRAL] It's a secondary for any major medical.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] So yeah, yeah, major medical uh let's see.
[CUSTOMER][NEUTRAL] Your, your voice is, I'm so sorry, your voice is going in and out and I'm not quite understanding what you're saying to me.
[CUSTOMER][NEUTRAL] Do you have any
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][POSITIVE] Way to fix your microphone.
[AGENT][NEUTRAL] OK, let me put you on a brief hold.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for me, Mr. [PII], do you hear me better?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, good. All right. So, um, I do see that we do cover um sleep study at home. Um, this is part of the outpatient maximum benefit, which is $500 per day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] So it's going to be 100% covered.
[AGENT][NEUTRAL] If it's, um, if it's not more than $500 yes, you just cover $500 a day. Mhm.
[CUSTOMER][NEUTRAL] OK, OK, OK, thank you so much for that. So can you please tell me what is your name and the reference number for this call and the group and number.
[CUSTOMER][NEUTRAL] Of the insurance?
[AGENT][NEUTRAL] I'm sorry. OK, um, we don't have reference numbers. You can use my name in today's date. Um, my name is [PII], that's [PII]. Last [PII] is [PII]. And what other information you needed?
[CUSTOMER][NEUTRAL] The group number.
[AGENT][NEUTRAL] The group number. OK, bear with me just a minute, let me pull that one.
[AGENT][NEUTRAL] The group number is 26638.
[CUSTOMER][POSITIVE] Alright, thank you so much for that information so it'll be everything needed right now.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Mm OK. Well, thank you for calling APL. You have a good day, Mr. [PII]
[CUSTOMER][NEUTRAL] Yes well bye bye.
[AGENT][NEUTRAL] Bye-bye.