AccountId: 011433970860
ContactId: 43a9cb7c-ee69-48f9-bde8-05e96ae5d98b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 151350 ms
Total Talk Time (AGENT): 74585 ms
Total Talk Time (CUSTOMER): 50402 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/43a9cb7c-ee69-48f9-bde8-05e96ae5d98b_20250611T19:56_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], this is [PII] from International Institute of Sleep. Um, I'm calling to get some eligibility and benefit information for patients.
[AGENT][NEUTRAL] I can verify benefits and eligibility. May I have a policy number?
[CUSTOMER][NEUTRAL] Yes, 01748900 M like Mary.
[CUSTOMER][NEUTRAL] L like Larry, 8.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] 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.
[AGENT][NEUTRAL] So looks like.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The active policy number will be 02475983.
[AGENT][NEUTRAL] Policies effective [PII] and it is active.
[AGENT][NEUTRAL] Which benefit can I provide for you?
[CUSTOMER][NEUTRAL] The number?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] I'm sorry, I just wanted to repeat that number. I just wanted to repeat the number 02475983.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK. Um, it's for a sleep study, a home sleep test. I, I do have the code, the procedure code.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEGATIVE] So this will fall under.
[AGENT][NEUTRAL] The outpatient sleep study.
[AGENT][POSITIVE] This benefit allows.
[AGENT][NEUTRAL] 5000 per calendar year.
[AGENT][NEUTRAL] So we'll pick up the copays, the co-insurance, and our deductibles up to the 5000.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, alright, um, I'll take a reference number.
[AGENT][NEUTRAL] It will be my name, which is [PII] Last initial is [PII] along with today's date.
[CUSTOMER][NEUTRAL] If you have one.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you so much, [PII]. You have a good rest of your day.
[AGENT][POSITIVE] [PII], you're so welcome and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too.