AccountId: 011433970860
ContactId: 7fd41325-639e-4378-94fa-383a700b92e7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 322540 ms
Total Talk Time (AGENT): 96380 ms
Total Talk Time (CUSTOMER): 115834 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/7fd41325-639e-4378-94fa-383a700b92e7_20250423T18:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, hello. Good afternoon. This is [PII] from Blackstone Medical Services. How are you today?
[AGENT][NEUTRAL] I
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][NEUTRAL] I'm doing well, thanks for asking. Um, this is just to verify the inequal benefits for home sleep study. May you help me with that, please?
[AGENT][POSITIVE] OK, yes, I can help you with benefits. And can I get your name again? I missed it.
[CUSTOMER][NEUTRAL] Absolutely. It is [PII]. Uh spelling of my name is [PII] And the first initial last name is [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Sure thing. It is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] the patient policy number?
[CUSTOMER][NEUTRAL] Policy number is 02449773.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] OK, looks like this policy is effective [PII]. This is not a guarantee of payment. It's a basic outline of the policy. And you said for an at-home sleep study, is that right?
[CUSTOMER][POSITIVE] Correct, yes.
[AGENT][NEUTRAL] OK, let me see if that's covered.
[AGENT][NEUTRAL] OK, getting that pulled up. Just give me one moment.
[CUSTOMER][POSITIVE] Sure, take your time thank you.
[AGENT][NEUTRAL] OK, so it looks like for this policy, um, their benefit is $2000 per calendar year, um, but that is gonna be for outpatient services like rendered in a hospital, free-standing outpatient surgery center, um, let's see, let me make sure there's nothing for.
[AGENT][MIXED] I don't think they have coverage for it, but let me make for sure.
[AGENT][NEUTRAL] It
[CUSTOMER][NEUTRAL] OK, yeah, um.
[CUSTOMER][NEUTRAL] In this case, I would like to verify if this is a gap plan.
[CUSTOMER][NEUTRAL] And if this policy will cover the primary at 100% or only follows the.
[CUSTOMER][POSITIVE] Benefits for the primary.
[AGENT][NEUTRAL] Yeah, so it will pick up um what the primary doesn't process up to $2000 but there's specific benefits for it. Yes, it is a gap plan.
[AGENT][NEUTRAL] Um, but I, let me see, it's an at-home diagnostic testing that, that would be diagnostic testing, correct?
[AGENT][NEUTRAL] Sleep study.
[CUSTOMER][POSITIVE] Correct, yes.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah, diagnostic testing is specified is covered in a hospital outpatient facility or MRI facility.
[CUSTOMER][NEUTRAL] OK. Uh, well, in this case, the
[CUSTOMER][NEUTRAL] Home sleep study will be rendered a patient's home. So it means that it's a non-covered service.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK. All right, perfect.
[CUSTOMER][POSITIVE] Well, in that case, because it would be an uncovered service, that would be all the information that I need for today. Thank you so much for that information.
[CUSTOMER][NEUTRAL] Um, before we finish, may I have your name and a call reference number, please?
[AGENT][NEUTRAL] Uh, my name is [PII]. My first initial to last name is [PII], and then my name with today's date is the call reference number.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII], I just want to be sure about your name. Just to be sure, the spelling of your name is [PII] Is that correct?
[AGENT][NEUTRAL] And it's [PII] instead of [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] All right. Thank you so much, [PII], uh, for being so kind with me. That will be all for today. You have a wonderful day.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a great afternoon. Thank you.