AccountId: 011433970860
ContactId: 5698becd-872d-4b1f-8ed0-fabf3568ecf7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 331739 ms
Total Talk Time (AGENT): 68066 ms
Total Talk Time (CUSTOMER): 32587 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/5698becd-872d-4b1f-8ed0-fabf3568ecf7_20250428T19:31_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 [PII], my name is [PII] and I'm calling to verify benefits for a patient.
[AGENT][NEUTRAL] OK. Do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] [PII], no extension.
[AGENT][NEUTRAL] OK, and do you have the policy number?
[CUSTOMER][NEUTRAL] 02544036
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment, please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And his date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, [PII], and you were just needing benefits.
[CUSTOMER][NEUTRAL] Yeah, for a sleep study done at the patient's home with the code G0399.
[AGENT][NEUTRAL] OK, hold on one moment, please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The effective date is [PII]. Any benefits given over the phone is not a guarantee of payment, and hold on, let me see if that is covered.
[AGENT][NEUTRAL] Hold on one moment, OK?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I don't think it's gonna be covered in a home, but hold on just a moment. Let me check.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I think it's just in the outpatient facility.
[AGENT][NEUTRAL] It is a specialized center lab facility or cover person's home where a polynography is administered.
[AGENT][NEUTRAL] So they are doing the sleep study at the home.
[AGENT][NEUTRAL] Can I give you a call back on that?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] OK, I'll call you back in just a few minutes to make sure, but it looks like it's gonna be covered.
[AGENT][NEUTRAL] But let me make sure.
[AGENT][POSITIVE] And I'll call you back in just a few minutes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty, thank you.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.