AccountId: 011433970860
ContactId: fb5fc983-4f35-41b5-9d70-36d7c9f9cdb3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 268859 ms
Total Talk Time (AGENT): 34867 ms
Total Talk Time (CUSTOMER): 80543 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/fb5fc983-4f35-41b5-9d70-36d7c9f9cdb3_20250610T15:34_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, good morning. This is [PII]. I'm calling from Black Sun Medical Services. And I need to check.
[CUSTOMER][NEUTRAL] Uh, because, uh, we have to know if pressure is required for a home sleep study.
[CUSTOMER][NEUTRAL] And we already called to 90 degrees benefits and they need uh to know under which category is catalogated the outpatient home sleep study so uh I need to know that information.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I'm sorry we're just we're needing to check to see if authorization is required, is that right?
[CUSTOMER][NEUTRAL] Uh, I need to know under which category it's, uh, catalog the outpatient home sleeps.
[CUSTOMER][NEUTRAL] For you
[AGENT][NEUTRAL] I'm, I'm sorry. I'm, I'm not understanding, um, under which what? For a sleep study?
[CUSTOMER][NEUTRAL] Category
[AGENT][NEUTRAL] What category
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Um, what do you mean?
[CUSTOMER][NEUTRAL] For the outpatient concept study.
[AGENT][NEUTRAL] Um, category do you mean like whether it would be considered outpatient or inpatient?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Uh, no, under which category, uh, because they, they think that it's for home health care, but they don't have that information 100% sure.
[CUSTOMER][NEUTRAL] And they say that it that to get that information is through you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I'm so sorry. I'm still not quite sure what you're asking when you say category, um, as far as, um, do you mean like what kind of sleep study would be covered? Is that what you mean?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] I think so, yeah.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hello?