AccountId: 011433970860
ContactId: 7f378976-71d7-434a-b22b-803d5fedc714
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 483299 ms
Total Talk Time (AGENT): 66210 ms
Total Talk Time (CUSTOMER): 69754 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=-1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/7f378976-71d7-434a-b22b-803d5fedc714_20250206T16:37_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning. This is [PII]. I'm calling from Blackstone Medical Services. I need information about, uh, how much leave the study benefit for one of your members, please.
[AGENT][NEUTRAL] OK, sure, I can assist you with benefit information and you said it was for sleep study?
[CUSTOMER][NEUTRAL] Home is leave a study, yes.
[AGENT][NEUTRAL] 13.
[AGENT][NEUTRAL] OK thank you and may I have a callback number just in case we get disconnected Ms. [PII]?
[CUSTOMER][NEUTRAL] Sure, it would be [PII].
[CUSTOMER][NEUTRAL] And
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Sure
[AGENT][NEUTRAL] And may I have the patient's policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] Sure I got here.
[CUSTOMER][NEUTRAL] 02572509.
[AGENT][NEUTRAL] All right. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Would be.
[CUSTOMER][NEUTRAL] Uh, [PII], date of birth is [PII].
[AGENT][POSITIVE] Mm thank you.
[AGENT][NEUTRAL] All right. OK, Ms. [PII], um, this is a secondary supplemental plan to the major medical. With this one, we do not cover home studies, um, home sleep study. It has to be performed in an outpatient facility or hospital.
[CUSTOMER][NEUTRAL] I got a question. This policy appears like primary or supplemental secondary?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Secondary supplemental plan.
[CUSTOMER][NEUTRAL] OK, and now cover the service, right?
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Perfect. Uh, it's possible that you can spell your name, last name, and give me the call reference number, please?
[AGENT][NEUTRAL] Sure, my name is [PII]. That's S [PII]. Last initial is [PII], and we don't have reference numbers. You can use my name in today's date if you will.
[CUSTOMER][POSITIVE] Perfect. So thank you so much for the assist today you are so, so kind.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. You have a good day, Miss [PII].
[CUSTOMER][POSITIVE] You too thank you goodbye.
[AGENT][POSITIVE] Thank you. You're welcome. Bye-bye.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.