AccountId: 011433970860
ContactId: 99c1df58-d3a0-451e-8a24-b4dde477566f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 145869 ms
Total Talk Time (AGENT): 55049 ms
Total Talk Time (CUSTOMER): 71706 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/99c1df58-d3a0-451e-8a24-b4dde477566f_20250319T14:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, this is [PII] calling from Blackstone Medical Services, and I would like to check benefits for a patient please.
[AGENT][NEUTRAL] I can verify benefits. Can you please repeat your first name and the policy number?
[CUSTOMER][NEUTRAL] Uh, sure, my name is [PII]. I'm gonna spell it. It is A [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm and the policy number I have here is 024.
[CUSTOMER][NEUTRAL] 904.
[CUSTOMER][NEUTRAL] 85 M as in Mary, L as in Lima 8.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] Sure it is [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Oh sure, um, her name is [PII].
[CUSTOMER][NEUTRAL] And date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. May I have the date of service?
[CUSTOMER][NEUTRAL] Uh, well, we, we don't, we don't have it yet. We have to check benefits before the, the patient can take the test.
[AGENT][NEUTRAL] Thank you. Please be advised that verification of coverage does not guarantee the payment of a claim. Which benefit can I provide for you?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] These benefits will be for a home sleep study.
[AGENT][NEUTRAL] Will it be in a sleep study facility?
[CUSTOMER][NEUTRAL] No, it would be at the patient's home.
[AGENT][NEUTRAL] OK, this policy does not provide home services.
[CUSTOMER][NEUTRAL] OK, so I can assume this is not, uh, do, do not covered, right? Just to confirm.
[AGENT][POSITIVE] That is correct. It's correct. It has to be performed in a sleep study center.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, great, thank you for that. And at last, can I have please your name spelled on that reference for the call?
[AGENT][NEUTRAL] Yes, the reference will be my name, which is [PII] Last initial is [PII] along with today's date. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] Mhm mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] And I think this is the information I needed. I appreciate your help today, [PII].
[AGENT][POSITIVE] You're so welcome and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] Thank you you too bye bye.