AccountId: 011433970860
ContactId: 51c821da-97f1-43e6-b19d-2fc9e1e8f115
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 574440 ms
Total Talk Time (AGENT): 164531 ms
Total Talk Time (CUSTOMER): 147077 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/51c821da-97f1-43e6-b19d-2fc9e1e8f115_20250313T15:02_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] Hello, [PII]. My name is [PII], and I'm calling from Bio Serenity USA. I need to check eligibility and benefits for home sleep study.
[AGENT][POSITIVE] OK, well, I'll be more than happy to assist you with the eligibility and benefits for the home, you said home sleep study?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right. And just for my notes, can you spell your first name for me please and provide a good contact number?
[CUSTOMER][NEUTRAL] Mhm. [PII] And the phone number is [PII], direct line.
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] D for Delta 434-03784.
[AGENT][NEUTRAL] Thank you for that. And do you have the member's ID card available?
[CUSTOMER][NEUTRAL] Uh, let me check quickly.
[CUSTOMER][NEUTRAL] Oh, yes.
[AGENT][NEUTRAL] OK, on the card, do you see anywhere that says in hospital or outpatient policy cert number?
[CUSTOMER][NEUTRAL] Uh let me see.
[CUSTOMER][NEUTRAL] I don't see it.
[CUSTOMER][NEUTRAL] I called on 90 degree. They find the patient that says for the medical benefits, I need, they transfer me to you.
[AGENT][NEUTRAL] Right, that the number that you're giving is 90-degree benefits policy number, so we can't use that in our system. But if you have the APL card there, it should have the policy certification number, which is
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] I don't have that card. I see only this with 90 degrees.
[CUSTOMER][NEUTRAL] And she didn't give me any another ID.
[AGENT][NEUTRAL] Do you have the member's um full social?
[CUSTOMER][NEUTRAL] Uh, difficult. Let me check quickly.
[CUSTOMER][NEUTRAL] I think this is, let me see, [PII].
[AGENT][NEUTRAL] OK, hold on one moment. What's the member's first and last name?
[CUSTOMER][NEUTRAL] First name is, uh, let me go back. [PII], last name [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Last name [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You said the date of birth was [PII]. What was the date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me write that down. And does he have a middle initial?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, hold on one moment because there's quite a few so let me see if I can locate.
[AGENT][NEUTRAL] I can't see the date of birth until we get into the policy. So hold on one second.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there a member ID number on the card that you have?
[CUSTOMER][NEUTRAL] Yeah, that's the one with the.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Usually they are the same idea. I don't think that it's different to ask.
[AGENT][NEUTRAL] OK, because I'm not showing a [PII] with an [PII] as a middle initial. When I search with the number that we think is the social, nothing came up. Um, so I don't have enough information to search for the member. Do you know who their employer is?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Let me check.
[CUSTOMER][NEUTRAL] Once again to check on the card. I see. I have a group number for.
[CUSTOMER][POSITIVE] I suppose that helps also.
[AGENT][NEUTRAL] We can have the group number.
[CUSTOMER][NEUTRAL] Mhm. The group number is 9434. Innovative staff solution.
[AGENT][NEUTRAL] OK, wait a minute, hold on one second.
[AGENT][NEUTRAL] 54.
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And is this for, you said this is for medical?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Hold on one moment. I believe I just found them.
[AGENT][NEUTRAL] All right, now the information provided is a verification of benefits, not a guarantee of payment. So the policy number is 178.
[AGENT][NEUTRAL] 9595.
[AGENT][NEUTRAL] The policy has been effective since [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And um do you mind if I place you on just a brief hold while I search the benefits for the um sleep study?
[CUSTOMER][NEUTRAL] OK. Yes.
[AGENT][NEUTRAL] All right, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you so much for holding. I apologize for that wait. So for um home sleep study tests, um, it is not covered on this hospital indemnity policy.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, it's not covered. OK. Uh.
[CUSTOMER][NEUTRAL] This is primary insurance for the member.
[AGENT][NEUTRAL] Um, it can be, it's a hospital indemnity policy, so the member could have other other insurance like a major insurance, but uh we wouldn't have that information here at APL.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. OK. In that case, I needed just the reference number for this call.
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name in today's date, and again my name is [PII] The first initial to my last name is [PII].
[CUSTOMER][NEUTRAL] OK. Once again, just to confirm, the ID you said is 1789595.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] Awesome. Thank you so much.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] Oh no, thank you. Have a great day.
[AGENT][POSITIVE] All right, you're welcome. Thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Bye-bye.