AccountId: 011433970860
ContactId: 67adea53-e68c-45a9-9a19-8f9578bc0754
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 276980 ms
Total Talk Time (AGENT): 90707 ms
Total Talk Time (CUSTOMER): 71983 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/67adea53-e68c-45a9-9a19-8f9578bc0754_20250128T17:33_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 and good afternoon. My name is [PII]. That's [PII] last name initial [PII], and I'm calling regarding benefits for uh home sleep study.
[AGENT][POSITIVE] OK. Well, I'll be more than happy to assist you with the member's benefits. And you said it's for at-home sleep study?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and 1 may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] OK, the callback number is [PII] and member ID is [PII] Delta [PII].
[AGENT][NEUTRAL] Alright, and do you have a copy of the member's ID card available?
[CUSTOMER][NEUTRAL] Oh let me see one second please.
[CUSTOMER][NEUTRAL] No, I don't.
[AGENT][NEUTRAL] OK, um, do you have the member's social?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Mm, no, I don't have the social security. I just have one fax.
[AGENT][NEUTRAL] OK, what's the member's first and last name?
[CUSTOMER][NEUTRAL] OK, the first name is [PII], last name is [PII], that's [PII]
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So I'm waiting for the policies to populate. Hold on one moment.
[CUSTOMER][POSITIVE] No worries.
[AGENT][NEUTRAL] OK. So I believe I've located it. Um, is this for their medical policy or what type of, well, you said a sleep study, so yes. Hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and can you verify the member's date of birth?
[CUSTOMER][NEUTRAL] Yeah, is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. Um, so the policy is active, it's been effective since [PII]. Let me give you that policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So the policy number is 258.
[AGENT][NEUTRAL] 462 3.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And I'm waiting for the benefits to populate now, um, and all the information provided is a verification of benefits, not a guarantee of payment.
[AGENT][NEUTRAL] So this number has a hospital indemnity policy?
[AGENT][NEUTRAL] So there's no coverage for the um sleep study?
[AGENT][NEUTRAL] On this policy.
[CUSTOMER][POSITIVE] Uh, OK, no problem.
[CUSTOMER][NEUTRAL] Alright, give me one second please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, so just to be sure, it's to study is an uncovered service under this policy, right?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] Alrighty, OK, and I, can you give me your last initial and the reference number for this call, and that will be for today.
[AGENT][NEUTRAL] Sure, so the um my the first initial of my last name is [PII].
[AGENT][NEUTRAL] And there's no call reference number, but you can use my name and today's date.
[CUSTOMER][POSITIVE] Alright, OK, and I, and with that being said, thank you for your time. Thank you for your help and have a good rest of your day.
[AGENT][POSITIVE] You're also and thanks for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] Thank you. Bye.