AccountId: 011433970860
ContactId: 06eda98f-0ad6-43d0-9618-b1073726074b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 134699 ms
Total Talk Time (AGENT): 73460 ms
Total Talk Time (CUSTOMER): 39498 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/06eda98f-0ad6-43d0-9618-b1073726074b_20250307T20:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, my name is [PII] and I was calling to get benefits for a patient.
[AGENT][NEUTRAL] OK, Miss [PII], I can give you benefits on a patient. Can I get your callback number and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Uh yes ma'am, yes ma'am. Uh, callback number is [PII], and I'm calling with Lakeside MRI.
[AGENT][NEUTRAL] OK, thank you. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Her name is [PII]. Uh, date of birth is [PII]. Her ID is 1,546,480.
[AGENT][NEUTRAL] OK, let me look her up real quick.
[CUSTOMER][NEUTRAL] Uh
[AGENT][POSITIVE] OK, I do show that [PII] does have an active policy. Her effective.
[AGENT][NEUTRAL] Date is [PII].
[AGENT][NEUTRAL] And this is just to verify her benefits. It's not a guarantee of payment. She has a supplemental insurance policy that's billed secondary to the primary. It helps with deductible, co-pay and co-insurance. She has an inpatient calendar year benefit amount of $5000 and then she also has an outpatient calendar year benefit amount of $5000.
[CUSTOMER][NEUTRAL] So y'all will pick up pretty much everything until that $5000 cap is met.
[AGENT][NEUTRAL] For deductible, co-pay and co-insurance.
[CUSTOMER][NEUTRAL] OK, and now is any type of authorization required?
[AGENT][NEUTRAL] No, ma'am, it's not because this isn't the primary insurance.
[CUSTOMER][NEUTRAL] OK, I think that's all I needed. Is there a reference number I could get?
[AGENT][NEUTRAL] Yes, ma'am. You can use my name, [PII], in today's date.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're welcome [PII] is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] No ma'am have a great day.
[AGENT][POSITIVE] You have a good weekend, Miss [PII] and thanks for calling APL.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye bye.