AccountId: 011433970860
ContactId: 83aa06b7-8745-4c52-b41c-3b08b1d36bc1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 216229 ms
Total Talk Time (AGENT): 76981 ms
Total Talk Time (CUSTOMER): 49672 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/83aa06b7-8745-4c52-b41c-3b08b1d36bc1_20250515T15:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I'm looking to verify benefits for a patient.
[AGENT][NEUTRAL] OK, is this for an office or um inpatient outpatient facility?
[CUSTOMER][NEUTRAL] Um, outpatient facility.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the policy number?
[CUSTOMER][NEUTRAL] 02216517.
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII], no extension.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Alright, thanks for that information, [PII]. The policy effective date is [PII]. Uh, policy is active at this time and we do have the schedule of benefits pulled up. I have the outpatient facility benefit.
[CUSTOMER][NEUTRAL] OK, this is outpatient, but it's a sleep study for um them to do at their home.
[AGENT][NEUTRAL] And so the supplies will be provided by.
[CUSTOMER][NEUTRAL] So I'm not sure if that's consider a different category.
[AGENT][NEUTRAL] The hospital.
[CUSTOMER][NEUTRAL] By us.
[CUSTOMER][NEUTRAL] No, we're the, we're a free standing facility, not a hospital, but yeah. Mhm.
[AGENT][NEUTRAL] Us being the facility.
[AGENT][NEUTRAL] OK, so what type of facility are you?
[CUSTOMER][NEUTRAL] We're a free standing facility.
[AGENT][NEUTRAL] I know it, but are you a sleep study center?
[CUSTOMER][NEUTRAL] Sleep study.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so if you're a sleep study center, let me see.
[AGENT][NEUTRAL] Give me 1 2nd.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Give me 1 2nd.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so this policy.
[AGENT][NEUTRAL] Does have a um office treatment writer, um, that's under the outpatient benefit which is up to $200 per calendar day.
[AGENT][NEUTRAL] And any information provided is verification. It doesn't guarantee payment of a claim.
[AGENT][NEUTRAL] And did you have any other questions, [PII]?
[CUSTOMER][NEUTRAL] Um, just is there a reference number for the call.
[AGENT][NEUTRAL] You'll use my name in today's date is your reference. T as in Tom, O N Y A, first initial last name is R as in Randy.
[CUSTOMER][POSITIVE] Alright, well that is all I needed today [PII]. Thank you so much for your help and enjoy the rest of your day.
[AGENT][POSITIVE] Oh, you're welcome. You too, thanks for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Goodbye.