AccountId: 011433970860
ContactId: 4774726c-0022-4957-94d5-b95be04e6415
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 196179 ms
Total Talk Time (AGENT): 89450 ms
Total Talk Time (CUSTOMER): 68548 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/4774726c-0022-4957-94d5-b95be04e6415_20250307T20:29_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] from Blackton Medical Services. Um, uh, I need some benefits for a patient.
[AGENT][NEUTRAL] OK, I can verify benefits for you and I apologize. Uh, your name is again, you said [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] I was slightly close, and Ms. [PII], uh, what's that policy number, please?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, the policy number is 025.
[CUSTOMER][NEUTRAL] 50777.
[AGENT][POSITIVE] OK, thank you so much. Give me one moment.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Sure
[CUSTOMER][NEUTRAL] Yes, it is [PII] and the extension is [PII].
[AGENT][POSITIVE] OK, thank you, ma'am. Give me one moment.
[AGENT][NEUTRAL] And verify the patient's name, date of birth.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] OK, the first name is [PII]. Last name is [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. And what was, oh, you're calling for benefits, and what benefits are you needing for this patient?
[CUSTOMER][NEUTRAL] For a sleep studies?
[AGENT][NEUTRAL] OK, I'm showing an effective date of [PII], policy is active and give me a moment, let me verify the sleep study.
[AGENT][NEUTRAL] And this is going to be done in an outpatient facility or inpatient?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Outpatient
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] So that put it in right?
[AGENT][NEUTRAL] OK, uh, sleep study is covered under the policy as outpatient, um, not a guarantee of payment, just a verification of coverage. With this policy as secondary, it helps with primary insurance deductible, co-pay, and or co-insurance, and it shows the patient has benefit max of up to
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Oh, I can't find the amount. Give me one moment.
[CUSTOMER][POSITIVE] OK, no problem.
[AGENT][NEUTRAL] Oh, they just have a total benefit max of 3000 per calendar year.
[CUSTOMER][NEUTRAL] 3000.
[AGENT][NEUTRAL] Mhm. Per calendar year.
[CUSTOMER][NEUTRAL] OK, OK, so it will cover the co-payer from the from the primary, right?
[AGENT][NEUTRAL] Uh, deductible, co-pay, or co-insurance. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, thank you. OK, um, could you repeat your name please and your last name initial?
[AGENT][NEUTRAL] Sure, it's [PII].
[CUSTOMER][POSITIVE] OK, OK, [PII], thank you so much for your assistance.
[AGENT][POSITIVE] Alright, you're welcome and thank you for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Have a great day bye bye.
[AGENT][NEUTRAL] Bye.