AccountId: 011433970860
ContactId: 4734e017-8739-43dc-baa4-7fd1a1532f12
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 172550 ms
Total Talk Time (AGENT): 103989 ms
Total Talk Time (CUSTOMER): 42435 ms
Interruptions: 0
Overall Sentiment: AGENT=3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/4734e017-8739-43dc-baa4-7fd1a1532f12_20250331T14:31_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hi, good morning. Um, I'm calling from Baptist Sleep Center. This is [PII]. Um, I was calling to get the gap, uh, information for a patient.
[AGENT][POSITIVE] OK, [PII], I'll be glad to help you. Go ahead and give me a good policy number, please, ma'am.
[CUSTOMER][NEUTRAL] 02134745 and then M as in Mary, L as in Larry, 8.
[AGENT][POSITIVE] Alright, [PII], thank you so much for all of that information. I'll go ahead with a good return telephone call number please, ma'am.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Alrighty, [PII], thank you so much for all that information. Now your patient's name and date of birth this morning, please, ma'am.
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Alright, it looks like [PII] is the insured on this medical supplemental plan. They show the original effective date is [PII]. She is still current and active, but I must advise that verification of coverage is not a guarantee of payment on the claim, but you did say you want to verify benefits. Is that correct?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right, [PII], what type of benefit are you needing today, please, ma'am?
[CUSTOMER][NEUTRAL] Um, it's for a, um, sleep study.
[AGENT][NEUTRAL] Sleep study, where is it gonna be done at?
[CUSTOMER][NEUTRAL] Baptist Sleep Center.
[AGENT][NEUTRAL] All right, let me get over there. And, of course, what we are is her medical supplemental plan. So the only thing that we would pick up and pay on for sickness and injury is anything that is applied towards her deductible, co-pay, or co-insurance at her primary insurance carrier.
[AGENT][NEUTRAL] If it's not a covered benefit there, it would not be covered here at all as well. Now under her plan here, she's gonna have a no pre-cert, no deductible, and she has a $7350 benefit payable per calendar year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And she hasn't um met any of it, right?
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Not as of today. She's not made any of it, no, ma'am. And is that all I can help you with today, [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am. I'm sorry, what was, what was your name again?
[AGENT][NEUTRAL] My name is [PII], that is [PII]
[CUSTOMER][NEUTRAL] All right, and would there be a reference number for this?
[AGENT][NEUTRAL] No, we don't give reference numbers, Madeline, but you can use my name in today's date if you need to do so, OK?
[CUSTOMER][POSITIVE] All right perfect thank you so much.
[AGENT][POSITIVE] Alrighty, thank you for calling APO mail and you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you, ma'am. Bye-bye.