AccountId: 011433970860
ContactId: c6a67320-5480-48a6-b185-e145b4f1dd36
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 151240 ms
Total Talk Time (AGENT): 50860 ms
Total Talk Time (CUSTOMER): 100832 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/c6a67320-5480-48a6-b185-e145b4f1dd36_20250404T13:19_UTC.wav
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[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, this is [PII] from Laxon Medical Services. I'm sorry, you guys are American Public Life.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK, OK, I'm calling because I'm looking for in network benefit for home sleep study for another patient.
[AGENT][NEUTRAL] OK, [PII], I can help you with benefits. Do you have a good, uh, callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. Do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's going to be 02579889.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And the patient name and date of birth?
[CUSTOMER][NEUTRAL] First name [PII]. Date of birth [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And you needed benefits for did you say outpatient services or?
[CUSTOMER][NEUTRAL] Uh, home sleep study, yeah, will be outpatient.
[AGENT][NEUTRAL] OK, home sleep.
[CUSTOMER][NEUTRAL] Will be rendered at the patient's home mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, uh, let me pull up his policy. Give me just a moment.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] You too thank you bye.
[AGENT][NEUTRAL] Um, so this is not a guarantee of payment. It's the basic outline of the policy. Um, I don't show, so this is a hospital indemnity plan, so it pays out a certain dollar amount, certain benefits.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Because
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Um, I'm not showing that this would be a covered benefit.
[CUSTOMER][NEUTRAL] uh.
[CUSTOMER][NEUTRAL] OK, so in this case, uh, the home side is not covered.
[AGENT][NEUTRAL] Correct, not under this policy. Correct.
[CUSTOMER][POSITIVE] Oh OK perfect thank you could you remind me please your name?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Uh, my name is [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII], and what about the call reference number?
[AGENT][NEUTRAL] Uh, it'll just be my first name and then first initial to my last name which is [PII] and today's date.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK perfect thank you so much [PII] have a nice day.
[AGENT][POSITIVE] OK, thank you for calling APL you too.
[CUSTOMER][NEUTRAL] But