AccountId: 011433970860
ContactId: d6f6633f-51ae-4152-8c80-defee563f9e2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 251940 ms
Total Talk Time (AGENT): 74890 ms
Total Talk Time (CUSTOMER): 114531 ms
Interruptions: 0
Overall Sentiment: AGENT=-0.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/d6f6633f-51ae-4152-8c80-defee563f9e2_20250603T19:39_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. This is [PII] calling from United Sleep Diagnostics. And I have a patient that I need to verify if the copay is um covered.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I can verify benefits for you and Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] That would be A like apple, 60 no, I'm so sorry. I'm giving you the information of the primary insurance. The secondary insurance, the ID is 025872.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 20 ML 8.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you and the patient's name, date of birth?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK. I've shown her effective date is [PII]. Policy is active. And what benefits are needed for this patient?
[CUSTOMER][NEUTRAL] This is, um, the patient is doing a home sleep study which her primary insurance is through Admin. They do cover it, but they do have $150 co-pay.
[AGENT][NEUTRAL] OK. Uh let me see.
[CUSTOMER][NEUTRAL] It should be
[AGENT][NEUTRAL] It's covered, give me one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Well.
[AGENT][NEUTRAL] And as far as the sleep study, you said it was um be at home?
[CUSTOMER][NEUTRAL] Um, yes, place of service, uh, would be 12, which is a home sleep study.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Uh, it's not covered on the policy. Uh, the policy.
[AGENT][NEGATIVE] Doesn't have home health. It's not a covered places service for the plan.
[CUSTOMER][NEGATIVE] No, so they don't pick up the copays.
[AGENT][NEGATIVE] Not for services performed in a, a place that's not covered, no, ma'am.
[CUSTOMER][NEGATIVE] No. So no coverage for a home sleep study.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK. All righty. Could I have your name and a reference number, please?
[AGENT][NEUTRAL] Uh, my name is [PII] [PII] and you may use my name in today's date as reference.
[CUSTOMER][NEUTRAL] OK. 6325, and that's it, no time?
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] I'm sorry, say again. On today's date.
[CUSTOMER][NEUTRAL] It is [PII], and today's date by the time as well, right?
[AGENT][NEUTRAL] Just my name and today's date.
[CUSTOMER][POSITIVE] That's it. Alrighty, thank you so much. Have a good one bye bye.
[AGENT][POSITIVE] Alright, you too. Thanks for calling APO bye.
[CUSTOMER][NEUTRAL] Bye bye.