AccountId: 011433970860
ContactId: 951ed9cf-3f4d-4f5c-a08e-fd79adcbe0ef
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 256108 ms
Total Talk Time (AGENT): 98060 ms
Total Talk Time (CUSTOMER): 103203 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/951ed9cf-3f4d-4f5c-a08e-fd79adcbe0ef_20250312T13:49_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]. I'm calling from United Sleep Diagnostics.
[CUSTOMER][NEUTRAL] Uh, to verify the benefits, um, for one of my patients.
[AGENT][NEUTRAL] OK, so this is outpatient diagnostic?
[CUSTOMER][NEUTRAL] Yes, it is.
[AGENT][NEUTRAL] OK, I can get the policy number and a good phone number in case we're disconnected.
[CUSTOMER][NEUTRAL] My phone number is [PII] and my extension is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And a policy number?
[CUSTOMER][NEUTRAL] The policy number is 1261895 M like in Mary, L like Larry, and 8.
[AGENT][NEUTRAL] OK, 126189.
[CUSTOMER][NEUTRAL] Um, I'm sorry, could you repeat that?
[AGENT][NEUTRAL] I have 126189. What are the letters before the letter L?
[AGENT][NEUTRAL] I mean what are the numbers before the letter M?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I have a 5.
[CUSTOMER][NEUTRAL] Before the M.
[AGENT][NEUTRAL] Give me those numbers again.
[CUSTOMER][NEUTRAL] OK, 1261895.
[AGENT][NEUTRAL] 5, OK.
[CUSTOMER][NEUTRAL] ML 8.
[AGENT][NEUTRAL] OK, I was missing the number 5.
[CUSTOMER][POSITIVE] All right, great.
[AGENT][NEUTRAL] And what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] That would be [PII], uh [PII].
[AGENT][POSITIVE] Thank you for that one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] So I have the policy effective date. I'm showing it's [PII]. Um, let's see.
[AGENT][NEUTRAL] Now at this time I'm showing that the policy is currently active.
[AGENT][NEUTRAL] Um, but I'm showing a future lapse date of [PII].
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] And then
[AGENT][NEUTRAL] Outpatient diagnostic is gonna be, can be considered under the outpatient benefit which is up to $1000 per calendar year.
[AGENT][NEUTRAL] And the information provided is verification, not a guarantee of payment. And did you have any other questions I can assist with today, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Now, so they have uh $1000 available they could use. Would that, that would cover the deductible, what's not being covered by the primary.
[AGENT][NEUTRAL] Deductible.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so and they haven't used anything.
[AGENT][NEUTRAL] Not for [PII].
[CUSTOMER][NEUTRAL] OK. Now for [PII]. All righty. So then it would be, OK, covered. All righty. Uh, [PII], could I have a
[AGENT][NEUTRAL] It can be considered. We don't guarantee benefits. It can be considered until we get the actual claim because like I said, there's a future lapse date on this policy of [PII]. Um, it's not termed yet, but I'm seeing a note in the system, but I went ahead and provided you the benefit because it's currently active.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And of course we don't guarantee any payments until we get the actual itemization.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, sounds good. All [PII]. Could I have a reference number for this call?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You'll use my name in today's date, [PII], first initial last name is [PII].
[CUSTOMER][POSITIVE] OK. And today's date, [PII]. OK. All righty. Sounds good, [PII]. Thank you so much. Have a good one. Bye-bye.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Hey you're, you're welcome, [PII]. Thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Bye bye.