AccountId: 011433970860
ContactId: 41c874e6-a766-4506-ab46-cd6f71afe25d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 233570 ms
Total Talk Time (AGENT): 108506 ms
Total Talk Time (CUSTOMER): 89069 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/41c874e6-a766-4506-ab46-cd6f71afe25d_20250212T14:06_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] It.
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] from Lao Medical Services. Um, I need network benefits for sleep studies.
[AGENT][POSITIVE] OK, well, I'll be more than happy to assist you with the benefits you said for sleep study.
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] OK, may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] It is, give me a 2nd, 02572509.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] The first name is [PII], last name is [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I am showing that the policy is active and it's been effective since [PII]. And hold on one moment while I look for the benefits for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] No, just it real quick.
[AGENT][NEUTRAL] And all the information provided is a verification of benefits, not a guarantee of payment. So I do see under um outpatient, the benefit, um, hold on one moment, let me go back to it.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] That I that I got a class.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Outpatient is $3000 up to $3000 per person per calendar year.
[AGENT][NEUTRAL] And under outpatient, um,
[AGENT][NEUTRAL] That does include a sleep study in a hospital outpatient facility or a sleep study center or the um covered person's home.
[CUSTOMER][NEUTRAL] um
[CUSTOMER][NEUTRAL] OK, thank you, and about the car insurance?
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] OK, that that $3000 will cover the the test, right?
[AGENT][NEUTRAL] We pay towards the copay, the deductible and co-insurance of covered charges after primary.
[CUSTOMER][NEUTRAL] OK, so after primary method the deductible you will cover the 100%, right?
[AGENT][NEUTRAL] No. So primary, we're a secondary policy. So primary has its own benefits and we have our own benefits. If primary doesn't cover it, we can apply because we're 2.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And you
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So the 3 $3000 will go towards the copay, deductible or co-insurance after primary.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] OK and uh may I have um your last name initial and a call reference please?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name. The first initial to my last name is [PII], and then today's date.
[CUSTOMER][POSITIVE] OK, thank you so much for your assistance have a great day.
[AGENT][POSITIVE] You're welcome, [PII]. You also, was there anything else I could assist you with today?
[CUSTOMER][POSITIVE] No, it is all thank you.
[AGENT][POSITIVE] Thanks for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye bye.