AccountId: 011433970860
ContactId: 08122879-72d9-48b6-bcd8-5648b9bfb475
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 223330 ms
Total Talk Time (AGENT): 66030 ms
Total Talk Time (CUSTOMER): 94442 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/08122879-72d9-48b6-bcd8-5648b9bfb475_20250515T13:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. I'm a provider. I'm trying to get some benefits and an authorization for a patient.
[AGENT][NEUTRAL] OK, [PII], I can help you with benefits. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Uh yes, it's [PII].
[AGENT][NEUTRAL] And policy number for that patient?
[CUSTOMER][NEUTRAL] Um, one.
[CUSTOMER][NEUTRAL] Uh yes, it is 02145975.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] Uh yes, her name is [PII] and date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And is this benefits for office visit or what type of services?
[CUSTOMER][NEUTRAL] Uh, well, this is an outpatient. It is supposed to be for, um, a visit for radiology.
[AGENT][NEUTRAL] OK. So outpatient radiology?
[CUSTOMER][NEUTRAL] Mhm, yeah.
[AGENT][NEUTRAL] It's not a guarantee of payment basic outline of the policy. She's effective [PII]. She's currently active.
[AGENT][NEUTRAL] Um, on this policy, they, they do have a diagnostic testing benefit that pays 250.
[AGENT][NEUTRAL] Um, but it does it specifies what the tests are that are covered.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, so under the diagnostic testing, it will only cover MRI, CAT scan, and colonoscopy.
[CUSTOMER][NEUTRAL] Oh, OK. Um, does she have any deductible or out of pocket?
[AGENT][NEUTRAL] Um, no, it just, like I said, it, it'll pay a max of 250 for those services.
[AGENT][NEUTRAL] It's a supplemental policy, so it's very limited.
[CUSTOMER][POSITIVE] Oh, perfect.
[CUSTOMER][NEUTRAL] Oh, OK, I understand. And there's any car insurance or?
[AGENT][NEGATIVE] No, it, it just, it just pays a flat dollar amount.
[CUSTOMER][NEUTRAL] No
[AGENT][NEUTRAL] Of 250.
[CUSTOMER][NEUTRAL] Oh, OK. OK, I understand.
[CUSTOMER][NEUTRAL] Uh, OK, perfect. Uh, sorry, it is possible that I can have the first letter of your last name?
[AGENT][NEUTRAL] Um, yes, it's [PII].
[CUSTOMER][NEUTRAL] OK, perfect. And sorry, what can I do or is there another number that I can call to see if a CPT call is required for an authorization?
[AGENT][NEUTRAL] Um, no officer required on this policy for any services.
[CUSTOMER][NEUTRAL] Oh, OK. OK, perfect. Uh, do you guys have a, uh, a reference number for this call?
[AGENT][NEUTRAL] Um, it's just my name and today's date. And then is there anything else I can help with today?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] No, that will be all thank you so much.
[AGENT][POSITIVE] Thanks for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.