AccountId: 011433970860
ContactId: fbac937c-8b4e-45f7-8183-46a78714d0c8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 162919 ms
Total Talk Time (AGENT): 59451 ms
Total Talk Time (CUSTOMER): 70918 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/fbac937c-8b4e-45f7-8183-46a78714d0c8_20250307T20:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII] from Luxo Medical Services. Um, I need to know the benefits for sleep studies.
[AGENT][NEUTRAL] I can verify benefits. May I have a policy number?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Sure, um, it is.
[CUSTOMER][NEUTRAL] 025.
[CUSTOMER][NEUTRAL] 50777.
[AGENT][NEUTRAL] May I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Sure. The first name is [PII]. Last name is [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim. And which benefit can I provide for you?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] For sleep studies.
[AGENT][NEUTRAL] OK, so that would fall under.
[AGENT][NEUTRAL] The outpatient and one moment.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Sure
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Just waiting on the system. One moment.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] Outpatient allows $3000.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Well I think that.
[AGENT][NEUTRAL] Is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Ah
[CUSTOMER][NEUTRAL] I'm sorry, so it will cover the primary, right?
[AGENT][NEUTRAL] No, this is the secondary. This follows the primary. It will pick up the copays, the co-insurance, and or deductible up to the benefit amount.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK thank you and this is a gap plan right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, thank you. um, may I have your last initial and the call reference?
[AGENT][NEUTRAL] The call reference will be my name, which is [PII] Last initial is [PII] along with today's date.
[CUSTOMER][POSITIVE] Thank you. OK, [PII], thank you so much for your assistance and have a great day.
[AGENT][POSITIVE] [PII], you're so welcome, and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Thank you bye bye.