AccountId: 011433970860
ContactId: 03c36101-8d58-4657-a3da-7b1cc5717ae8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 167369 ms
Total Talk Time (AGENT): 62026 ms
Total Talk Time (CUSTOMER): 71774 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/03c36101-8d58-4657-a3da-7b1cc5717ae8_20250221T15:58_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I'm calling from Lower Keys Medical Center.
[CUSTOMER][NEUTRAL] I'm calling on a mutual patient.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, Mr. [PII]. His date of birth is [PII].
[AGENT][NEUTRAL] OK, [PII], may I have a good contact number in case we're disconnected and then the member's policy number?
[CUSTOMER][NEUTRAL] Alright, my number is [PII].
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] The policy number is 02452473 M as in Mary, L as in Lima 8.
[AGENT][NEUTRAL] Thank you for that. And can you verify the member's first and, oh, you already gave me your first and last name. Um, hold on one moment. And how may I assist you today?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK. This patient is scheduled for an MRI at our facility, and I'm calling to verify his benefits.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And all the information provided is a verification of benefits, not a guarantee of payment. And is the MRI being done in an MRI facility or outpatient facility or will it be in office?
[CUSTOMER][NEUTRAL] Outpatient hospital outpatient.
[AGENT][NEUTRAL] OK, and the policy will pay up to $2500 per calendar year. Did you want me to see if any has been used for this year yet?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, hold on one moment. So for [PII], he has not used any of the um balance yet.
[CUSTOMER][NEUTRAL] So it's, they will just be up to 2500.
[AGENT][NEUTRAL] Right, 2500 for the entire year, whatever claims coming in for the year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All righty. Uh, what's your, what's your, um, initial to your first last name, please?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Can I have a reference number for this call?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name and today's date.
[CUSTOMER][NEUTRAL] OK, 221.
[CUSTOMER][NEUTRAL] 25. Alright, so it's just up to $2500 and he has not met anything so far.
[AGENT][NEUTRAL] Right, he has not used any of it yet.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] You're welcome. Was there anything else I could assist you with today?
[CUSTOMER][POSITIVE] No, that's all I needed. Thank you.
[AGENT][POSITIVE] All right. Well, thanks for calling APL. You're welcome and have a great weekend.
[CUSTOMER][NEUTRAL] OK, bye then.
[AGENT][NEUTRAL] Bye bye.