AccountId: 011433970860
ContactId: 1831f3b4-ad52-4221-825a-5c6bf6fe81b3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 240210 ms
Total Talk Time (AGENT): 130357 ms
Total Talk Time (CUSTOMER): 55277 ms
Interruptions: 2
Overall Sentiment: AGENT=1, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/1831f3b4-ad52-4221-825a-5c6bf6fe81b3_20250304T18:54_UTC.wav
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[CUSTOMER][NEUTRAL] Bye.
[AGENT][POSITIVE] Good afternoon
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. I'm calling from Florence MRI Imaging, and I'm calling to check benefits on a patient.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I'm sorry, I didn't hear you.
[AGENT][NEUTRAL] Did you say that your name is [PII]?
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK [PII], and you're needing to check eligibility and benefits on a member?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes ma'am, I can help you with that. And [PII], what is your callback number, please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. And the patient's policy number?
[CUSTOMER][NEUTRAL] It's 01893426.
[AGENT][NEUTRAL] OK, thank you. One moment, please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And [PII], any information that is provided would be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. So I need to give you a new policy number. That is an old policy number that termed the one you have.
[CUSTOMER][NEUTRAL] OK, um, let me see.
[AGENT][NEUTRAL] It termed, um, this policy number you gave me termed 61 of 2021.
[CUSTOMER][NEUTRAL] Oh, OK, let me see.
[AGENT][NEUTRAL] And her current, yeah, while you're doing that I need just.
[CUSTOMER][POSITIVE] OK, and I'm ready whenever you are.
[AGENT][NEUTRAL] OK, so the currently active policy number for her is going to be 2037527 with an effective date of [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm. Mhm.
[AGENT][NEUTRAL] And just a moment while I get that information pulled up.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And what was your name again? I'm sorry.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] [PII], alrighty.
[AGENT][NEUTRAL] Uh-huh, and my name will be your today my name in today's date will be your call reference number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And again, this policy, this supplemental policy is active effective [PII]. And what type of benefit information are you needing for her inpatient, outpatient or office?
[CUSTOMER][NEUTRAL] Um, office for ultrasound.
[AGENT][NEUTRAL] OK, so she has an outpatient benefit max per calendar year for covered outpatient services of $5150.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And there is no outpatient deductible per cover person per calendar year.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And because this is a supplemental policy to her primary insurance, [PII], when the claim is filed with APL, we will also have to have a copy of her primary insurance company's explanation of benefits as well.
[AGENT][NEUTRAL] And then once we have processed our claim, we do have a portal that you should be able to check our claim status in by going to secured. [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][POSITIVE] Well thank you ma'am that's all that I needed.
[AGENT][NEUTRAL] And
[AGENT][POSITIVE] OK, [PII], well, if that's all I can help you with today, then thank you again for calling APL and I hope that you have a um great rest of your day today.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][POSITIVE] Yes, ma'am. Thank you.
[CUSTOMER][POSITIVE] You're welcome bye.
[AGENT][NEUTRAL] A