AccountId: 011433970860
ContactId: b1445d0c-529f-4d16-b72c-64441d1a908d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 193160 ms
Total Talk Time (AGENT): 93109 ms
Total Talk Time (CUSTOMER): 77248 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/b1445d0c-529f-4d16-b72c-64441d1a908d_20250318T17:20_UTC.wav
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[AGENT][NEUTRAL] Contacting APL, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good afternoon. My name is [PII] and I'm calling from Baptist Sleep Centers. I'm calling um to confirm whether the gap will cover a patient's financial responsibility for a sleep study.
[AGENT][NEUTRAL] For, for a sleep study, OK, I can certainly look that up, [PII]. What is the policy number, please?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, the policy number that I have is.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So, what I, what I have here is a, is a patient's name, a coverage, a group number, effective date, plan, and that doesn't have a policy that I see here.
[AGENT][NEUTRAL] OK, so there's nothing there that begins with a 01 or 02?
[CUSTOMER][NEUTRAL] 0102, um.
[AGENT][NEUTRAL] Well, let's go by the group number. Yeah.
[CUSTOMER][NEUTRAL] Only
[CUSTOMER][NEUTRAL] I'm sorry, um, it's the group number is 22898.
[AGENT][NEUTRAL] 22898. OK, thank you.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] [PII]. Date of birth.
[CUSTOMER][NEUTRAL] I, so that's the um it's the apparently the uh from what I see here is the employee and child. I'm sorry, but the patient's name is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And while I'm looking that up, if I could have a callback number please, in the event that we're disconnected?
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. So first of all, their policy number is 01.
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] 97.
[AGENT][NEUTRAL] 5793.
[AGENT][NEUTRAL] And this is a secondary or gap insurance. Uh, we'll pick up the the deductible co-payment or co-insurance from their major medical. Now for a sleep study, it really just depends on where the sleep study is conducted. So if it is in a physician's office or is it, if it is in a lab, then it is covered, um,
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Up to $7000 per calendar year. That's just a verification of the benefits, not a guarantee of payment, and, and that is how much we'll pick up the deductible co-payment or co-insurance. If the sleep study is within a physician, excuse me, within a hospital, then that is also covered as well. So, uh, we really just need to know whether it's in the hospital, uh, a, uh, lab or in a physician's office.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] It's gonna be at 1.
[AGENT][NEUTRAL] OK, so they do have lab coverage, so that would, that would be fine.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] Is there anything else
[CUSTOMER][POSITIVE] To me this is exactly what I needed to know. Is there a reference number that I could use for the call?
[AGENT][NEUTRAL] Uh yes, my name is [PII]. The first letter of my last name is [PII]. We're gonna use that as a uh as a reference. Is there anything else at all that I can help with?
[CUSTOMER][POSITIVE] No, that will be it thank you so much for your time I appreciate you.
[AGENT][POSITIVE] OK, thanks for contacting you have a good.