AccountId: 011433970860
ContactId: f673c76f-c140-4de7-a52d-69112cd45a6a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 262019 ms
Total Talk Time (AGENT): 97776 ms
Total Talk Time (CUSTOMER): 118264 ms
Interruptions: 3
Overall Sentiment: AGENT=0.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/f673c76f-c140-4de7-a52d-69112cd45a6a_20241230T16:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey.
[CUSTOMER][NEUTRAL] My name is [PII] and I am the uh.
[CUSTOMER][NEUTRAL] The administrator for Home Comfort Enterprises.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, what's the, what's the group number?
[CUSTOMER][NEUTRAL] Um, I have a guy who is, who's going, he's gotta have like a CPAP study done or something like this, a sleep study done and a CPAP machine. Does any of that go towards his deductible?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, let me pull up his policy, [PII]. What's the group number?
[CUSTOMER][NEUTRAL] Uh, I don't even know where, hold on a second, let me get in there, downloading.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Uh, group number 18735.
[AGENT][NEUTRAL] And you said it's Home Comfort Enterprise LLC?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] And you spell your, the first letter of your name is a [PII] instead of a [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, what's your email address, [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, and a good phone number for you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and what's the mailing address at this location?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and what is the employee's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, no, he's he's looking at getting on gap as of [PII], and he needs and he needs to know whether any of this would go towards his stuff or whether I mean.
[AGENT][NEUTRAL] I'm looking under the
[AGENT][NEUTRAL] OK, cause I don't see him.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I understand your question. So is it the Med Link 6 policy that she's he's enrolling in?
[CUSTOMER][NEUTRAL] I, I guess he's gonna go with basic health insurance, so it's a medin, yeah, whatever we have on there.
[AGENT][NEUTRAL] OK, I see Metlink 6. So I'll have to pull up a policy. Give me a second to do that.
[CUSTOMER][NEGATIVE] Oh man, I just messed up shit.
[CUSTOMER][NEGATIVE] This is like ridiculous trying to get benefits straight on everybody's paycheck.
[AGENT][NEUTRAL] Um, [PII], do you know where it's going to be done? The CPAP? Is it gonna be done in a hospital?
[CUSTOMER][NEUTRAL] I have no idea. No idea.
[AGENT][NEUTRAL] OK, cause this policy does have the treatment writer and the lab writer. So if sometimes they'll provide them with the supplies to do it at home or, and then they, you know, provide that information back to the hospital.
[AGENT][NEUTRAL] Uh, in that instance, it can be considered under the treatment writer under this policy.
[CUSTOMER][NEUTRAL] But if it's done at an independent place, it's not.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Like a sleep study center?
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] Yeah, I mean, because that's where 99.9% of these are done these days.
[AGENT][NEUTRAL] Yeah, I, well, not always. We have a lot of calls.
[CUSTOMER][NEUTRAL] No, I'm telling you in Baton Rouge, there's 2 of them that everybody goes to.
[AGENT][NEUTRAL] Oh, in Baton Rouge? Yeah.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] So, so you're telling me you gotta have it done at the hospital.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Or if you know, sometimes they'll give them the supplies and they can do it in their home, otherwise, um.
[CUSTOMER][NEUTRAL] Oh my
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] No, he ain't gonna do it at home. I can tell you.
[AGENT][NEUTRAL] Or, or, or, or a hospital.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] What a waste of money.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] So I'm sure it's gonna be at the sleep foundation because that's where everybody has them done here. So I will talk to him and find out what he wants to do.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All [PII]. Any other questions, Ms. [PII]?
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] All [PII]. Uh-huh. Thank you for calling AP. Thank you for calling AP.
[CUSTOMER][NEUTRAL] That's it.
[CUSTOMER][POSITIVE] Thank you.