AccountId: 011433970860
ContactId: 2a28a17d-6ffb-448a-887d-d0065ea846d6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 339010 ms
Total Talk Time (AGENT): 95867 ms
Total Talk Time (CUSTOMER): 104882 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/2a28a17d-6ffb-448a-887d-d0065ea846d6_20250610T15:40_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Good afternoon. This is [PII]. I'm calling from Blackstone Medical Services. And I need to check if authorization is required for a procedure, please.
[AGENT][NEUTRAL] OK, sure. I can assist you with authorization. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and Mr. [PII], can you repeat the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Yeah, it's Blackstone Medical Services.
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] D for Delta.
[CUSTOMER][NEUTRAL] 437-02812
[AGENT][NEUTRAL] Do you see a policy certificate number? It's gonna start with the 0 followed by 7 digits. That's gonna be our number.
[CUSTOMER][NEUTRAL] Um, actually, no, that's the.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, we will have to do a name search that's not a number. Uh let me have the spelling of the last name.
[CUSTOMER][NEUTRAL] I know
[CUSTOMER][NEUTRAL] Yep, it's [PII].
[AGENT][POSITIVE] Thank you. The spelling of the first name?
[CUSTOMER][NEUTRAL] Is [PII].
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] What is his date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] Perfect. Thank you. And may I have um let's see the service that is gonna get rendered. What is the service code or the procedure code or the procedure information?
[CUSTOMER][NEUTRAL] Uh, it's for a home sleep study. The CPT code is 95806.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Alright, one moment.
[AGENT][POSITIVE] Oh lovely.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so this one does not have benefits for sleep study. So this one is, is not covered under this policy.
[CUSTOMER][NEGATIVE] Uh, it's not covered.
[AGENT][NEGATIVE] Correct, it's not covered under this policy.
[CUSTOMER][POSITIVE] OK, thank you so much.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Give me 1 2nd.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so just to be sure, the home sleep study is not covered under uh pension policy, right?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Correct, it's not covered under the member's plan. This is a limited policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect, that, that would be all I think. May I know the spelling of your first name?
[AGENT][NEUTRAL] That's [PII]. Last initial [PII].
[CUSTOMER][NEUTRAL] Uh, do you have any reference number for the call?
[AGENT][NEUTRAL] We don't have reference numbers you can use my name in today's date.
[CUSTOMER][NEUTRAL] OK, and just to be sure, uh, what is the name for your company? I forget it.
[AGENT][NEUTRAL] APL or American Public Life.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] American Public life thank you so much for that. So I really appreciate your help and your time.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Mm thank you. You as well. Have a good day and thank you for calling ATL Mr. [PII].
[AGENT][NEGATIVE] No back.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][POSITIVE] You're welcome.