AccountId: 011433970860
ContactId: 015045d7-7cb2-4ef4-b05b-2e5d3a12a89c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 227850 ms
Total Talk Time (AGENT): 68514 ms
Total Talk Time (CUSTOMER): 46401 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/015045d7-7cb2-4ef4-b05b-2e5d3a12a89c_20250408T17:10_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII]. I am calling from a provider's office. I have a patient that is scheduled for an MRI and I'm calling to check the benefits for that and uh see if it needs the authorization or anything.
[AGENT][NEUTRAL] Hey
[AGENT][NEUTRAL] OK, [PII], I can help you with benefits. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And policy number of the patient?
[CUSTOMER][NEUTRAL] 02189603.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, this is not a guarantee of payment. It's a basic outline of the policy. Uh, policy is effective [PII], currently active.
[AGENT][NEUTRAL] Um, our services do not require prior off, and then let me see what the benefit is for.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] MRI.
[AGENT][NEUTRAL] OK, so it looks like they have, let's see.
[AGENT][NEUTRAL] Oh, hold on just a second, sorry about that.
[AGENT][NEUTRAL] Let's see
[AGENT][NEUTRAL] OK, outpatient benefit is 1500 per covered person per calendar day.
[AGENT][NEUTRAL] And then that would include.
[AGENT][NEUTRAL] Um, diagnostic testing in a hospital outpatient facility or MRI facility.
[CUSTOMER][NEUTRAL] OK, would that include, like we have our MRI machine at our office. Does that include that?
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] Let me make sure it doesn't specify. There is an office treatment writer, so services performed in the office are covered, but let me make sure.
[AGENT][NEUTRAL] MRI.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yes, that should be covered in the physician's office.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alrighty, and do you give out reference numbers or is it just your name or?
[AGENT][NEUTRAL] It's just my name and today's date.
[CUSTOMER][POSITIVE] OK. Thank you so much, [PII].
[AGENT][POSITIVE] OK, thank you for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] You too, bye bye.