AccountId: 011433970860
ContactId: 7cbef612-a958-4bc1-9c20-13a73571d8eb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122180 ms
Total Talk Time (AGENT): 51380 ms
Total Talk Time (CUSTOMER): 45621 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/7cbef612-a958-4bc1-9c20-13a73571d8eb_20250514T19:09_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I'm calling to um verify benefits for a patient.
[AGENT][NEUTRAL] OK, well, I can definitely help you with the eligibility. And [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] [PII], no extension. Policy number is 0162.
[CUSTOMER][NEUTRAL] 2841.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I am showing the policy is active, it's been effective since [PII].
[CUSTOMER][NEUTRAL] Thank you. And the benefit she's looking to have done is sleep study outpatient hospital with the code 95,810.
[AGENT][NEUTRAL] You said sleep study outpatient?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so under outpatient, the member does have the office treatment rider, um,
[AGENT][NEUTRAL] Which are sleep studies um use that to pay the benefit. Um, so it will be up to $500 per calendar day.
[CUSTOMER][NEUTRAL] Oh, I was about to say that she use any, but it's per day, so it doesn't matter.
[CUSTOMER][NEUTRAL] Um, yeah, uh, can I have the reference number for the call?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name and today's date. The first initial to my last name is [PII].
[CUSTOMER][POSITIVE] All right, thank you so much, [PII], you have a great day.
[AGENT][POSITIVE] You're welcome, [PII]. You also, thanks for calling APO. Bye-bye.
[CUSTOMER][POSITIVE] Thank you. Goodbye.