AccountId: 011433970860
ContactId: 86ff3551-b391-4692-8749-c8ea30c8e8b9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 224619 ms
Total Talk Time (AGENT): 95361 ms
Total Talk Time (CUSTOMER): 66024 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/86ff3551-b391-4692-8749-c8ea30c8e8b9_20250519T21:39_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, ma'am. I was calling to see if I can get benefits for a patient.
[AGENT][POSITIVE] OK, sure. I can assist you with benefits. May I have your name?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] How do you spell that?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] OK, thank you. And may I have
[CUSTOMER][NEUTRAL] And if you can spell your first name for me, please?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're welcome. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what's the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Sleep management doing business as biomed.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] May I have the patient's policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Mm, give me a second. I'm sorry.
[CUSTOMER][NEUTRAL] The policy number that I have is 0258.
[CUSTOMER][NEUTRAL] 1618.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And you said you need benefits today?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK. And let's see, so it's gonna be for a sleep study.
[CUSTOMER][NEUTRAL] Um, it's for, uh, CPAP supplies code is E.
[AGENT][NEUTRAL] Do you hear me?
[CUSTOMER][NEUTRAL] 0601, yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, and before I give you any benefit information, I need to let you know that this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer and let's see.
[AGENT][NEUTRAL] OK, we do cover DME that is subject to the outpatient maximum which is $250 per covered person per calendar day. Um, we do not cover disposable supplies.
[AGENT][NEUTRAL] But we do cover DME.
[CUSTOMER][NEUTRAL] OK, and does the patient have a deductible or out of pocket?
[AGENT][NEUTRAL] No, we are the secondary. So we follow primary.
[CUSTOMER][NEUTRAL] And with the
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, yeah, I pay whatever the primary does not pay.
[AGENT][NEUTRAL] Uh, we pay based on what they apply towards the deductible co-payment and co-insurance.
[CUSTOMER][NEUTRAL] Up to 250 per day, you said?
[AGENT][POSITIVE] Correct, yes.
[CUSTOMER][NEUTRAL] OK. And then if I can get a call reference number?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, ma'am, that'll be all.
[AGENT][POSITIVE] You too. Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye bye.