AccountId: 011433970860
ContactId: 1754012f-bc11-4518-a218-4c3dee2f97e0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 199300 ms
Total Talk Time (AGENT): 47978 ms
Total Talk Time (CUSTOMER): 106376 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/1754012f-bc11-4518-a218-4c3dee2f97e0_20250310T17:15_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. My last initial is [PII]. I'm calling from a facility to check eligibility for a mutual patient.
[AGENT][POSITIVE] I'd be happy to assist with eligibility today, [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] It is 1070635.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] Uh last name is [PII], first name is [PII] I'm not gonna try to pronounce that. Um, date of birth is uh [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII]. And is this for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] Um, outpatient, um, radiology, it's a secondary to Blue Cross and Blue Shield.
[AGENT][NEUTRAL] OK, I do show the outpatient per day maximum is $500.
[CUSTOMER][NEUTRAL] So free standing facilities such as an MRI 73721 should um cover any co-payments not covered by the or allowable amounts not covered by the primaries plan.
[AGENT][POSITIVE] Up to that $500 that's correct.
[CUSTOMER][NEUTRAL] OK, OK, active, um, I'm sorry the the begin the start date again was.
[AGENT][NEUTRAL] Um, it was.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I was trying to type as fast as I could.
[AGENT][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] [PII] active no term date.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] No date.
[CUSTOMER][NEUTRAL] We cover.
[CUSTOMER][NEUTRAL] Up to
[CUSTOMER][NEUTRAL] Up to $500.
[CUSTOMER][NEUTRAL] For outpatient, OK.
[CUSTOMER][NEUTRAL] Help me if I could type.
[CUSTOMER][NEUTRAL] Out patient services.
[CUSTOMER][NEUTRAL] And um uh any amount used this year?
[AGENT][NEUTRAL] It's a per day so.
[CUSTOMER][NEUTRAL] Oh, it's per day, uh, outpatient, uh, services per day, so we're gonna collect nothing for the patient and bill the secondary for the amount. OK, cool.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][POSITIVE] Alright, alright, thank you very much.
[AGENT][NEUTRAL] Was there anything else I can assist with today?
[CUSTOMER][NEUTRAL] Oh, just a call reference please.
[AGENT][NEUTRAL] Reference it's just my name [PII] last initial [PII], and the date and time of the call.
[CUSTOMER][NEUTRAL] And that's [PII]
[AGENT][POSITIVE] That's correct.
[CUSTOMER][POSITIVE] OK great thank you.
[AGENT][POSITIVE] Thank you for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] Mm bye bye.