AccountId: 011433970860
ContactId: defe1ec6-1a1d-4731-9001-02cf2f9eb53c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 193199 ms
Total Talk Time (AGENT): 103509 ms
Total Talk Time (CUSTOMER): 51712 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/defe1ec6-1a1d-4731-9001-02cf2f9eb53c_20250320T19:05_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I'm calling to verify benefits for a patient.
[AGENT][POSITIVE] All right, well, I can definitely help you with the patient's benefits and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII], no extension.
[AGENT][NEUTRAL] Thank you. May I have the member's policy number?
[CUSTOMER][NEUTRAL] 01723513
[AGENT][NEUTRAL] 027, I'm sorry, 01723513.
[CUSTOMER][NEUTRAL] 01
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Hi
[CUSTOMER][NEUTRAL] I like
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for that. And all the information provided is a verification of benefits, not a guarantee of payment, and I am showing the policy is no longer active. Um, hold on one moment, let me get the dates for you.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] Really she just told us to call you.
[AGENT][NEUTRAL] This particular policy?
[AGENT][NEUTRAL] Yeah, she does have an active policy. The one you though, I was gonna give you the dates for the policy number you gave me, but I can give you the active one too.
[CUSTOMER][NEUTRAL] The number I gave you.
[CUSTOMER][NEUTRAL] OK, just give me the active one. I don't need to turn one.
[AGENT][NEUTRAL] OK, it's um 233-710-07.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome, and that's been active since [PII].
[CUSTOMER][NEUTRAL] Alright, and this is for a sleep study outpatient hospital with the code 95,810.
[AGENT][NEUTRAL] Alright, and now the, hold on one moment. And again, just for the call, all the information provided is a verification of benefits, not a guarantee of payment. Hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] because
[CUSTOMER][NEUTRAL] Like
[AGENT][NEUTRAL] So I'm just pulling up their benefits to see if they have the, as long as they have the office treatment right at work, um, the sleep studies are covered on the secondary policies.
[AGENT][NEUTRAL] So I'm looking to make sure they have it. Hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so this particular um Metlink policy doesn't have the office treatment rider, so the sleep studies um wouldn't be covered on this policy.
[CUSTOMER][NEUTRAL] Thank you and is there a reference number for the call?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name and today's date. The first initial to my last name is [PII].
[CUSTOMER][NEUTRAL] Almost finished, OK?
[CUSTOMER][POSITIVE] Alright, thank you so much, [PII], and you have a great day.
[AGENT][POSITIVE] You're welcome, [PII]. Thanks for calling APL. Have a good day as well.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye bye.