AccountId: 011433970860
ContactId: 7459c1cd-48c9-4391-a044-9d953efa87d6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 154639 ms
Total Talk Time (AGENT): 93258 ms
Total Talk Time (CUSTOMER): 38098 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/7459c1cd-48c9-4391-a044-9d953efa87d6_20250417T19:57_UTC.wav
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[AGENT][POSITIVE] Good afternoon thank you for calling.
[AGENT][NEUTRAL] Yeah, this is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I'm calling to verify benefits for a patient.
[AGENT][POSITIVE] Alright, [PII], I'll be glad to help you go ahead and give me your policy number, please, ma'am.
[CUSTOMER][NEUTRAL] 01622841
[AGENT][NEUTRAL] Alright [PII] thank you for that information now while I'm pulling this up go ahead and give me a good return telephone call number please ma'am.
[CUSTOMER][NEUTRAL] [PII] is a direct line.
[AGENT][POSITIVE] All right, [PII], thank you so much for all that information. Now your patient's name and date of birth today for me, please, ma'am.
[CUSTOMER][NEUTRAL] Ms. [PII] [PII].
[AGENT][NEUTRAL] All right, looks like she is a dependent spouse on this medical supplemental plan. I do show her original effective date. It's [PII], patient is currently active.
[AGENT][MIXED] Good, but I must advise that verification of coverage is not a guarantee of payment on a claim, but you did say you want benefits. Is that correct?
[CUSTOMER][NEUTRAL] Your phone was cutting out, but yes, I was looking to see if the.
[AGENT][NEUTRAL] OK, needing benefits. Mhm.
[CUSTOMER][NEUTRAL] Mhm for um a sleep study at the home with the code G0399?
[AGENT][NEUTRAL] Alright, let me look that up. Let's see what her benefits is going to be. Now of course what we are is just her medical supplemental plan. So the only thing that we would pick up and pay on if it's a covered benefit is anything that applies towards her deductible copay or co-insurance at her primary insurance carrier.
[AGENT][NEGATIVE] For sickness and injury only nothing routine is covered here no matter what. But now there's nothing at home that would be covered under this benefit plan.
[CUSTOMER][NEUTRAL] Alright, and is there a reference number for the call?
[AGENT][NEUTRAL] No, ma'am, we don't give reference numbers, but you can use my name on today's date, [PII], and my name is [PII], spelled [PII] And is that all that I can help you with?
[CUSTOMER][POSITIVE] Yes, that's all I needed today. Thank you so much you have a great day.
[AGENT][POSITIVE] Yes, ma'am, and thank you for calling APO and you as well. Bye-bye.
[CUSTOMER][POSITIVE] Thank you bye bye.