AccountId: 011433970860
ContactId: 9cfdb9f6-bad1-4bb8-a83e-c1f3971952cb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 255649 ms
Total Talk Time (AGENT): 114459 ms
Total Talk Time (CUSTOMER): 86364 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/9cfdb9f6-bad1-4bb8-a83e-c1f3971952cb_20250122T14:10_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Mhm, thank you for calling APL. My name is Al[PII]How may I help you?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Hi, my name is Ke[PII]I'm calling with Blackstone Medical Services. I'm calling just to find out the benefits for a home sleep study for a patient if that is covered.
[AGENT][POSITIVE] Well, Ke[PII]it would be my pleasure to assist you with those benefits today. What is a good call back number?
[CUSTOMER][NEUTRAL] It is 81[PII]nd then my extension is 67[PII].
[AGENT][NEUTRAL] Thank you, Ke[PII]And what is the policy number?
[CUSTOMER][NEUTRAL] It is 02265281, M as in Mary, L 8.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth, please, ma'am.
[CUSTOMER][NEUTRAL] Name is Je[PII]Date of birth is 1-[PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] It would be my pleasure to assist you with that eligibility and benefits. Now, the policy number that you gave me, Ke[PII]is no longer active, but she does have um coverage under another policy number. Can I give you her correct policy number?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] As of 10[PII]her active policy number is 255.
[AGENT][NEUTRAL] 6263
[CUSTOMER][NEUTRAL] OK, now it's 255-626-3?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][POSITIVE] OK great.
[AGENT][NEUTRAL] And you said this is for home sleep study.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, now she does have what's called the office treatment writer which would cover.
[AGENT][NEUTRAL] Let, let me get her policy pulled up. Bear with me just one second.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] I apologize.
[AGENT][NEUTRAL] Because she has the office treatment rider.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] The equipment provided by the by the physician's office could possibly could be covered under her outpatient benefit.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that outpatient benefit is $3000 per calendar year.
[CUSTOMER][NEUTRAL] $3000 OK.
[AGENT][NEUTRAL] Now that is a verification of coverage and not a guarantee of payment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Alright, so you said the insurance could cover up to like $3 will cover up to $3000 per calendar year.
[AGENT][NEUTRAL] That is correct, and that's what we pay towards your deductible copay or co-insurance of the major medical.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] All right, and then is there um a group number for this uh policy just so I can put in my notes?
[AGENT][NEUTRAL] There it is. The group number is 25,680.
[CUSTOMER][NEUTRAL] 80 and then um is there an expiration date of when it does expire?
[AGENT][NEUTRAL] There's no future expiration date on file.
[CUSTOMER][POSITIVE] OK, no problem.
[CUSTOMER][NEUTRAL] Alright, it's seeing and that is all I mean like oh, can I get a reference number?
[AGENT][NEUTRAL] The reference number is my name and today's date.
[AGENT][NEUTRAL] And I spell my name A [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] L [PII]ight and you said it's just your name and then today's date?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And it's been a pleasure to help you with those benefits. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that will be it thank you.
[AGENT][POSITIVE] And, um, Ke[PII]thank you for calling APL. I hope you have a wonderful day.
[CUSTOMER][POSITIVE] Hey thank you you too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Alright bye bye.