AccountId: 011433970860
ContactId: 7f739c02-415f-4364-ac3e-9374e5aae8c2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 194320 ms
Total Talk Time (AGENT): 66302 ms
Total Talk Time (CUSTOMER): 72765 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/7f739c02-415f-4364-ac3e-9374e5aae8c2_20250513T19:07_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] How are you doing? Uh, this is [PII] from Blackston Medical Services. And today I'm calling to check benefits for an a sleep study at home. Uh, could you please help me?
[AGENT][NEUTRAL] Sure, I can verify benefits for you and you say your name is [PII]?
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] OK. And what is that policy number, please?
[CUSTOMER][NEUTRAL] Policy number it's 025.
[CUSTOMER][NEUTRAL] 72534 M as Mike L as Lima 8.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] For this one it's uh [PII]. Date of birth it's uh [PII].
[AGENT][NEUTRAL] OK. I'm showing his effective date is [PII]. He is active on the policy and what benefits are you needing for this patient?
[CUSTOMER][NEUTRAL] OK, so for this one I need to check benefits for a sleep study at home and that will be the place of service and let me check.
[CUSTOMER][NEUTRAL] And.
[CUSTOMER][POSITIVE] Yeah, and that's it and if you can help me checking if we're in network too that that will help a lot.
[AGENT][NEUTRAL] Well, we don't, well, with this policy, it's secondary. Uh, we don't have a network and sleep study or home health is not covered under the policy. A sleep study could be covered if performed in an outpatient facility like a hospital, but at home it's not covered.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] OK perfect and it doesn't matter if the if the primary covers.
[AGENT][NEUTRAL] It doesn't matter. Per the patient's policy with our company, procedures have to be either outpatient or in in hospital in order to be covered. And a sleep study at home is not covered under the plan.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] Give me just a second.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] OK perfect thank you so much for your help and can you please provide me a reference number and your name one more time?
[AGENT][NEUTRAL] Uh, my name is [PII], last initial [PII], and as far as reference, you may use my name in today's date if you like.
[CUSTOMER][POSITIVE] Perfect. Thank you so much, [PII]. Have a great day, OK? Take care.
[AGENT][POSITIVE] Uh, you too, [PII], thanks for calling APL bye.
[CUSTOMER][NEUTRAL] Bye.