AccountId: 011433970860
ContactId: 34bf20d3-87bc-48b4-a1df-813fe0700d8e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125250 ms
Total Talk Time (AGENT): 63490 ms
Total Talk Time (CUSTOMER): 33899 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/34bf20d3-87bc-48b4-a1df-813fe0700d8e_20250415T13:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I was calling to check benefits and eligibility for a sleep study.
[AGENT][POSITIVE] Yes, ma'am. I can assist you with benefits. Um, first, I'll need to go callback number and your name just in case we're disconnected.
[CUSTOMER][NEUTRAL] [PII] and my name is [PII]
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] It is 1451412.
[AGENT][NEUTRAL] Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you and just let me advise you that verification of coverage does not guarantee payment of claims. Um, I'm showing the effective date on this policy was [PII] and the policy is still active. And for the sleep study, um, where will it take place? Will it take place at home or in an outpatient facility?
[CUSTOMER][NEUTRAL] Outpatient facility, yes ma'am.
[AGENT][NEUTRAL] OK. And is it just for a screening or is it due to an illness or an injury?
[CUSTOMER][NEUTRAL] It's for screening.
[AGENT][NEUTRAL] OK. Actually, screenings are not covered under this policy. Um, it would have to be due to an actual illness or an injury.
[CUSTOMER][NEUTRAL] Oh, OK, OK, got you.
[CUSTOMER][NEUTRAL] Alright, let me let the patient know and what was your name again?
[AGENT][NEUTRAL] Um, it's [PII]. It's spelled [PII] My last initial is [PII] and my name in today's date will be your reference number.
[CUSTOMER][POSITIVE] Alright, Ms. [PII], thank you so much for your help this morning.
[AGENT][POSITIVE] Yeah, thank you, [PII], for calling APL. You have a great rest of your day. Mm bye.
[CUSTOMER][POSITIVE] Thanks bye bye.
[AGENT][POSITIVE] Thank you.