AccountId: 011433970860
ContactId: 9c9fbe7a-d62d-43f5-9674-51061f6eaf11
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 140179 ms
Total Talk Time (AGENT): 38949 ms
Total Talk Time (CUSTOMER): 40196 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/9c9fbe7a-d62d-43f5-9674-51061f6eaf11_20250507T20:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, how are you doing? Uh this is [PII] from Blackstone Medical Services. And today I'm calling to check benefits for a member for a sleep study. Uh could you please help me?
[AGENT][POSITIVE] Yes, I can help you with benefits, [PII]. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, do you have the policy number for the patient?
[CUSTOMER][NEUTRAL] Yes, I have it right here. It's 018.
[CUSTOMER][NEUTRAL] 438.
[CUSTOMER][NEUTRAL] 84 M as Mike L as Lima 8.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Patient's name it's [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Yeah it looks like this policy is effective [PII] it's active, and you said that was for outpatient sleep study?
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] OK, let me pull up that policy. And this is not a guarantee of payment. It's a basic outline of the policy.
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] And so for outpatient benefits.
[AGENT][NEUTRAL] Looks like he has a $5000 per covered person per calendar year maximum benefit payable.
[AGENT][NEUTRAL] Do you have any other questions?
[CUSTOMER][NEUTRAL] Uh no, that's OK. Uh, could you please provide me a reference number for this call?
[AGENT][NEUTRAL] A reference number is my name, [PII], and today's date.
[CUSTOMER][POSITIVE] Got it. Thank you so much for that and for all of your help. Have a great day, OK?
[AGENT][POSITIVE] Thanks for calling APL you as well bye bye.