AccountId: 011433970860
ContactId: 0ccae7b0-a103-4c19-bc50-87608d14a320
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 184330 ms
Total Talk Time (AGENT): 80530 ms
Total Talk Time (CUSTOMER): 75863 ms
Interruptions: 2
Overall Sentiment: AGENT=1.7, CUSTOMER=2.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/0ccae7b0-a103-4c19-bc50-87608d14a320_20250423T20:33_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from Memorial Hospitalre Services Department. Just wanting to speak to someone regarding eligibility benefits um for a patient, please.
[AGENT][NEUTRAL] OK, well, I can help you with both the eligibility and the benefits. And [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Yes, a phone number, um, sorry, for I apologize. Phone number is [PII] and patients policy number is 02588551.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][POSITIVE] Take your time.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes, I see it's [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that. And all the information provided is a verification of benefits, not a guarantee of payment. And I am showing the policy is active. It's been effective since [PII]. And uh what type of benefits did you want to go over today?
[CUSTOMER][NEUTRAL] Um, it'll be for outpatient hospital. Um, I do have a specific CPT code, um, if that works better for you.
[AGENT][NEUTRAL] Uh, no, we don't really use the code. It's more of, uh, where it's done. But you said outpatient surgery?
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] Correct. Sorry, outpatient radiology. It'll be for a in a hospital. Mhm.
[AGENT][NEUTRAL] Like diagnostic testing, radiology and
[CUSTOMER][POSITIVE] Correct, yes.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So for outpatient, the policy will pay up to $4500 per person per calendar year. That does include diagnostic testing in an independent lab facility or diagnostic testing performed in a hospital outpatient facility, MRI facility, or office setting.
[AGENT][NEUTRAL] Did you want me to use any of that?
[CUSTOMER][POSITIVE] Perfect. Thank you so much, Ms. [PII].
[AGENT][POSITIVE] Oh yeah, thank you. Oh my goodness, you're welcome.
[CUSTOMER][POSITIVE] No, it's OK. That's, that's, that's perfect.
[CUSTOMER][NEUTRAL] I apologize, sorry. um, is it OK if you can give me your last name and initial reference number for this call, please?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name and that's um [PII].
[CUSTOMER][POSITIVE] OK, beautiful. Thank you so much again for your help.
[AGENT][POSITIVE] You're welcome, [PII]. Was there anything else I can help with?
[CUSTOMER][POSITIVE] That'll be all. Thank you again.
[AGENT][POSITIVE] Alright, thanks for calling API. You're welcome. Bye-bye.
[CUSTOMER][NEUTRAL] All right, bye-bye.