AccountId: 011433970860
ContactId: ab1dd12a-3ec0-44e1-b429-53089eccee0f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122500 ms
Total Talk Time (AGENT): 57437 ms
Total Talk Time (CUSTOMER): 56590 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/ab1dd12a-3ec0-44e1-b429-53089eccee0f_20250317T14:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm actually not sure I'm in the right place. I'm with the provider's office. I'm trying to get benefits for the secondary insurance on this patient.
[AGENT][NEUTRAL] I'm sure, [PII], I can assist you with benefits. Um, first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] Thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] Her policy she gave me is 022-03963ML7.
[AGENT][NEUTRAL] OK. Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Uh-huh, this is for.
[CUSTOMER][NEUTRAL] Uh, [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] And just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII]. The policy is still active. And is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] It's outpatient. It's for a home sleep study. I think this is secondary insurance.
[AGENT][NEUTRAL] Yes, ma'am. It is and unfortunately, services provided in home um is not covered under this policy.
[CUSTOMER][NEUTRAL] OK, that is what I needed to know so she would just have her signal for this. OK. um, can I get a call reference number for that please?
[AGENT][NEUTRAL] Um, yes, ma'am. For the reference number, you can use my name and today's date. My name is [PII], um, it's spelled [PII] and my last initial is [PII] and today's date. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] Nope, that is, that is it. Thank you for your help.
[AGENT][POSITIVE] OK, thank you, [PII], for calling APL. You have a great day. Mm bye.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] OK