AccountId: 011433970860
ContactId: e70f7024-5c76-48cc-b454-61632959c4eb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 146660 ms
Total Talk Time (AGENT): 64611 ms
Total Talk Time (CUSTOMER): 50230 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/e70f7024-5c76-48cc-b454-61632959c4eb_20250619T13:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[AGENT][POSITIVE] Good morning. Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name, this is [PII] Health. I'm calling to get secondary coverage on a patient.
[AGENT][NEUTRAL] I can verify eligibility, [PII]. May I have a policy number?
[CUSTOMER][NEUTRAL] Uh yes ma'am.
[CUSTOMER][NEUTRAL] It is 02455054.
[AGENT][NEUTRAL] May I have a good call back number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh-huh. [PII]. Date of birth.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised the verification of coverage does not guarantee the payment of a claim. This policy is effective [PII] and it is active.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Which benefit can I provide for you?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yeah, the patient's coming in for a sleep study.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] Would that be
[CUSTOMER][NEUTRAL] They have a primary insurance.
[AGENT][NEUTRAL] Would it be inpatient, outpatient?
[CUSTOMER][NEUTRAL] It's outpatient.
[AGENT][NEUTRAL] And it's a, it's a sleep study facility.
[CUSTOMER][NEUTRAL] Mhm. Yes, well, it's the hospital, but they're having a sleep study, outpatient hospital.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so outpatient calendar year allows 4500.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So we'll pick up the copays, the co-insurance, and our deductibles up to the $4500.
[CUSTOMER][NEUTRAL] OK, OK, and you all don't require authorization research, do you?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK, [PII], and is there a last initial, do you have a reference number for me?
[AGENT][NEUTRAL] Yes, the reference will be my name, which is [PII]. Last initial is [PII] along with today's date.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Got you. OK, thank you so much have a wonderful day.
[AGENT][POSITIVE] [PII], you're so welcome. And thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You bye bye.