AccountId: 011433970860
ContactId: e7686f47-3839-45e2-bbab-54f6ba3533e9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 215809 ms
Total Talk Time (AGENT): 95749 ms
Total Talk Time (CUSTOMER): 103324 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/e7686f47-3839-45e2-bbab-54f6ba3533e9_20241230T17:03_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] on the care team. How are you doing?
[AGENT][POSITIVE] I'm good, [PII], thanks for asking. How are you?
[CUSTOMER][NEUTRAL] I'm doing good. Um, I have a group admin on the other line. They don't have, uh, so she has somebody that's trying to enroll into the benefits.
[CUSTOMER][NEUTRAL] But they have a question about the sleep study. I guess if sleep study is not covered, he's not gonna get it. But their policy is not in on base, so I called Broker Resources thinking, you know, enrollment, but they told me to call claims cause it's about the product.
[AGENT][NEUTRAL] Right
[CUSTOMER][NEUTRAL] So, I'm just calling cause
[AGENT][NEUTRAL] I don't even know.
[AGENT][NEUTRAL] Mhm. Did they have a group number who they're affiliated with? Like, did, did you find a policy number with somebody on there or?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I mean, I could pull somebody, but I don't know.
[AGENT][NEUTRAL] From that group? Is it from that group? What's the policy number?
[CUSTOMER][NEUTRAL] Yeah, I can pull, mhm.
[CUSTOMER][NEUTRAL] It's 18735.
[CUSTOMER][NEUTRAL] So I just need to pull in, I just didn't, I can pull somebody and quote their benefit.
[AGENT][NEGATIVE] What is that called? What is that screen for group? I, I ain't even have to do this.
[CUSTOMER][NEUTRAL] G G R P I Q.
[AGENT][POSITIVE] Thank you. I'll be forgetting screens when I don't use them.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Well, it's a million, that's, I know.
[AGENT][NEUTRAL] It's 1585.
[CUSTOMER][NEUTRAL] 18735.
[AGENT][NEUTRAL] I don't know why that group number was already in there. OK, so let me just click on somebody's name.
[AGENT][NEUTRAL] Get the policy number.
[AGENT][NEUTRAL] If it's considered as outpatient though, it will be covered if it's outpatient, sleep study outpatient.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But let me pull up the policy, see what type of policy they have.
[CUSTOMER][NEUTRAL] But if I, if I can just quote anybody from the group, I can do that.
[AGENT][NEGATIVE] You know, they got outpatient benefits, $1000 1000 dollars deductible though. So they're gonna be mad.
[CUSTOMER][NEUTRAL] And she was asking if, if he has to get durable medical equipment, does that go against the
[AGENT][NEGATIVE] Uh, this then me not covered.
[CUSTOMER][NEUTRAL] Deductible.
[AGENT][NEUTRAL] DME is not covered under the policy. DME is not covered, durable medical equipment is not covered under the policy.
[CUSTOMER][NEUTRAL] Wait, say that again.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, let me pull up.
[AGENT][NEUTRAL] That recovers the outpatient. So the sleep study would be covered if it's in an outpatient facility. But um
[AGENT][NEGATIVE] The uh, the DMV is not covered. They don't have benefits for that or they don't have office visits.
[CUSTOMER][NEUTRAL] Hold on, why is this not? OK, here it is. I'm just gonna pull up a policy.
[AGENT][NEUTRAL] Let me give you a policy number 2156475. It's 2156475.
[CUSTOMER][NEUTRAL] Hold on, my arm base is tripping. I can't, yeah, OK. It's uh, can you say that one more time? It just popped up.
[AGENT][NEUTRAL] I crazy not on.
[AGENT][NEUTRAL] 2156475.
[CUSTOMER][NEUTRAL] I don't know what's going on with my sister, my lion, and my arm base just.
[CUSTOMER][NEGATIVE] Tripping then.
[CUSTOMER][NEUTRAL] OK, $000 deductible.
[CUSTOMER][NEUTRAL] OK, I can call that.
[AGENT][POSITIVE] All righty. Well, call me if you need something.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] You're welcome. Have a good one. Bye.
[CUSTOMER][NEUTRAL] Bye. You too. Bye-bye.