AccountId: 011433970860
ContactId: 48ed3263-1b49-4255-b4c2-455d6606ce23
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 170199 ms
Total Talk Time (AGENT): 45890 ms
Total Talk Time (CUSTOMER): 63360 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/48ed3263-1b49-4255-b4c2-455d6606ce23_20250319T20:06_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hello [PII], good afternoon. This is [PII] from Blackstone Medical Services.
[AGENT][NEUTRAL] Hello [PII].
[CUSTOMER][NEUTRAL] Hello, um, I'm just calling you as a provider just to check, uh, benefits for a home sleep study.
[AGENT][POSITIVE] I'd be happy to assist with benefits that they want if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] OK, it is [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] And give me just one sec.
[CUSTOMER][NEUTRAL] [PII] M as in Mary, L as in Larry 8.
[AGENT][NEUTRAL] There's something that can you just give me the numbers again please?
[CUSTOMER][NEUTRAL] Yes, 023-372-83 M as in Mary, L as in Larry 8.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Date of birth of [PII] is [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII], and you said it will be in the home?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEGATIVE] That would not be a covered place of service.
[CUSTOMER][NEUTRAL] Like
[CUSTOMER][NEUTRAL] OK, so it's an uncovered service, right?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Give me just one sec.
[CUSTOMER][NEUTRAL] I'll go ahead and
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Can you please tell me just one sec, uh, what is your name last initial and the reference number for this call?
[AGENT][NEUTRAL] Um, the reference is just my name [PII], last initial [PII], and the date and time of the call. Was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Thank you so much [PII].
[AGENT][POSITIVE] Thank you for calling APL. How can I, um, mm, have a good day.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][NEUTRAL] Right.