AccountId: 011433970860
ContactId: 08c4fbd6-ed0e-4d6f-9ef5-232cad0294fb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 102339 ms
Total Talk Time (AGENT): 46359 ms
Total Talk Time (CUSTOMER): 40310 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/08c4fbd6-ed0e-4d6f-9ef5-232cad0294fb_20250128T16:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] calling from Rhode Island Medical Imaging. I'm calling to uh get eligibility and benefits for a member coming in for an outpatient ultrasound.
[AGENT][POSITIVE] Alright, I'm happy to check on benefits for you, [PII]. What's the patient's policy number?
[CUSTOMER][NEUTRAL] 0245488889
[AGENT][POSITIVE] All right, thank you so much. Let me pull this up.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] And patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you so much. So patient plan is active. The effective date is [PII]. Uh, we're the secondary insurance, so this is gonna cover deductible, co-pay, co-insurance. The primary does not. This patient's plan has an outpatient benefit max of $500 and that's the calendar day.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] All right. And um [PII], is your name spelled with an [PII] or without an [PII]?
[AGENT][NEUTRAL] I have an [PII] at the end.
[CUSTOMER][NEUTRAL] OK. And first initial to your last name?
[AGENT][NEUTRAL] Is [PII] and then that's the call reference with today's date.
[CUSTOMER][POSITIVE] Great thank you so much for your help. I hope you have a great day.
[AGENT][POSITIVE] You too take care.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][NEUTRAL] Bye