AccountId: 011433970860
ContactId: fcc2a516-c18f-42e7-8053-d31b76628a09
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 142690 ms
Total Talk Time (AGENT): 66734 ms
Total Talk Time (CUSTOMER): 50843 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/fcc2a516-c18f-42e7-8053-d31b76628a09_20250317T13:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, uh, my name is [PII] I'm calling from Sleep Life Center. Um, a patient gave us his gap insurance information to try and verify, uh, coverage because he's subject to fulfilling his deductible through his primary, and he wants to know if you guys would cover that payment towards his primary deductible.
[AGENT][NEUTRAL] Um, [PII], what is your callback number please?
[CUSTOMER][NEUTRAL] [PII], no extension.
[AGENT][NEUTRAL] Thank you. What is that policy number?
[CUSTOMER][NEUTRAL] 02501699.
[AGENT][NEUTRAL] OK, I have that as 02501699. Thank you verify the patient's name and date of birth. Mhm.
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you very much for the information. I have that pulled up, [PII]. You're calling for benefits for outpatient, correct?
[CUSTOMER][POSITIVE] Correct, yeah.
[AGENT][NEUTRAL] OK, one moment, let me help you with that.
[AGENT][NEUTRAL] OK, that policy shows effective as of [PII]. It shows active and as a supplemental we do help with the major medical deductible co-pay and or co-insurance based on coverage. Give me one moment to pull the benefits up for you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, please note verification of benefits for as not a guaranteed payment. We will pay up to $3000 for the calendar year for covered outpatient services.
[CUSTOMER][NEUTRAL] OK, and has any of that 3000 been used?
[AGENT][NEUTRAL] I can check to see if everything has been met. One moment.
[CUSTOMER][NEUTRAL] Like, like
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] You're welcome, and currently nothing has been accumulated towards the 3000 patient max.
[CUSTOMER][NEUTRAL] OK perfect um and then I guess I just need a reference number.
[AGENT][NEUTRAL] OK, we do not provide reference numbers. [PII]. You can use my name [PII] last initial [PII]
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Sorry, last initial [PII] and today's date. Anything else I can assist you with, please?
[CUSTOMER][POSITIVE] That's it, thank you for your help.
[AGENT][POSITIVE] Thank you for calling APL. Take care bye.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] You too bye bye.