AccountId: 011433970860
ContactId: ff746b19-84fe-4b13-9f23-28a407d09bbe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 240330 ms
Total Talk Time (AGENT): 105604 ms
Total Talk Time (CUSTOMER): 64662 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/ff746b19-84fe-4b13-9f23-28a407d09bbe_20250319T15:49_UTC.wav
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[AGENT][NEUTRAL] For calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling with Total Sleep Management. Um, I need to verify benefits on a member for a sleep study and to see whether or not authorization is required.
[AGENT][NEUTRAL] OK, I can take a look at that for you, [PII]. Could I get um
[AGENT][NEUTRAL] I'm sorry, a callback number for you.
[CUSTOMER][NEUTRAL] Callback number is [PII].
[AGENT][NEUTRAL] Thank you. The, uh, policy number you're calling on?
[CUSTOMER][NEUTRAL] I have 02267920, M as in Mike, L as in Larry, and the number 8.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] That'll be [PII]. Date of birth is [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying.
[AGENT][NEUTRAL] Uh, his policy, let's see, and you did say this is benefits for a sleep study?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Please realize verifying benefits does not guarantee payment.
[AGENT][NEUTRAL] I do show the policy effective since [PII]. It is still active. And let me provide you with his uh updated policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It is 255.
[AGENT][NEUTRAL] 8021.
[CUSTOMER][NEUTRAL] 021.
[AGENT][NEUTRAL] OK, let's.
[AGENT][NEUTRAL] Let me, do you mind holding one moment and uh so that I can get the benefits pulled.
[CUSTOMER][POSITIVE] No problem.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mm cancer lab.
[AGENT][NEUTRAL] Outpatient. OK.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, thank you for holding. I apologize for the wait. Uh, please be advised verifying benefits does not guarantee payment.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] Uh, for a sleep outpatient sleep study that is covered up to $5000 a calendar year, uh, pre-authorization is not required.
[CUSTOMER][NEUTRAL] Authorizations are required.
[CUSTOMER][NEUTRAL] And I'm sorry, what were the benefits before my phone went in and out?
[AGENT][NEUTRAL] Uh, for, uh, outpatient sleep study, it pays up to $5000 a calendar year.
[CUSTOMER][NEUTRAL] $5000 calendar year.
[CUSTOMER][NEUTRAL] Have they met anything towards that uh 5000? Is there anything left on that?
[AGENT][NEUTRAL] I show the full amount is available.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Available.
[CUSTOMER][NEUTRAL] Alrighty, and may I have a reference number for the call please?
[AGENT][NEUTRAL] Yes, ma'am, to reference our call, you'll use my name, [PII] and today's date.
[AGENT][NEUTRAL] And is there anything else I can help you with?
[CUSTOMER][POSITIVE] That is it thank you so much you have a great day.
[AGENT][POSITIVE] You have a wonderful day yourself thank you for calling APL.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][POSITIVE] Thank you bye bye.