AccountId: 011433970860
ContactId: ad48a0d4-d924-44e5-a1f6-dcda2a52aa4d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 215860 ms
Total Talk Time (AGENT): 91914 ms
Total Talk Time (CUSTOMER): 56339 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/ad48a0d4-d924-44e5-a1f6-dcda2a52aa4d_20250304T17:58_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] I'm sorry, what was your name?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] So my name is [PII] I'm calling to find out if a patient requires a pre-authorization for uh a home sleep study and DME.
[AGENT][NEUTRAL] A N D.
[AGENT][NEUTRAL] OK, and Miss [PII], may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Uh-huh, it is [PII].
[AGENT][NEUTRAL] OK, and you're calling from which facility? What's the name of the facility for my notation?
[CUSTOMER][NEUTRAL] The Lexington Clinic Sleep Center.
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] The ID number is D as in dog 43223094 and his name is [PII].
[AGENT][NEUTRAL] OK. Do you see any other numbers besides that number?
[CUSTOMER][NEUTRAL] Yeah, hold on my, uh, I have a group number.
[AGENT][NEUTRAL] No, it's gonna, it's gonna say policy third or policy number.
[CUSTOMER][NEUTRAL] OK, hold on, let me pull that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me pull the card up, get a closer look at it.
[AGENT][NEUTRAL] OK. And if you see it, it's gonna be probably uh 0 followed by 7 digits.
[CUSTOMER][NEUTRAL] Oh, it's uh, yeah, 002571338.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK. And what is Mr. [PII]'s date of date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, perfect. Thank you. And let's see, let me go over the benefits really quick. And so this policy is a limited policy. It's a hospital indemnity plan and um
[AGENT][NEUTRAL] So pre-authorization is not gonna be required, but let me check and see if it's a cover service.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] It's gonna be a minute. I'm waiting on the benefits to pull up.
[AGENT][NEUTRAL] All right, here we go.
[AGENT][NEUTRAL] Uh, no, this one doesn't cover sleep study or DME.
[CUSTOMER][NEGATIVE] Oh no coverage, OK.
[AGENT][NEGATIVE] No coverage.
[CUSTOMER][POSITIVE] OK dokey, uh, thank you.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] All right bye bye.
[CUSTOMER][NEUTRAL] Do you have a reference number for this phone call?
[AGENT][NEUTRAL] We don't. You can use my name in today's date if you will. Do you need the spelling of my name?
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] OK, that's [PII].
[CUSTOMER][POSITIVE] Thank you for your help.
[AGENT][POSITIVE] You're welcome. Thank you for calling APO. Have a good day.