AccountId: 011433970860
ContactId: 185e8473-0e37-4eef-a774-ff4e8760368c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 273149 ms
Total Talk Time (AGENT): 126668 ms
Total Talk Time (CUSTOMER): 80461 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/185e8473-0e37-4eef-a774-ff4e8760368c_20250529T16:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Sorry, this is [PII] with AdventHealth Imaging. I'm checking in to see if we're in network with this insurance.
[AGENT][NEUTRAL] OK, Ms. [PII], I can uh check network for you. Um, can I please get your callback number, ma'am, just in case the call is disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and then what is the patient's name, date of birth and policy number?
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] Policy number is 01691457ML8.
[AGENT][NEUTRAL] OK, thank you, and did you say that that first number was 0169?
[AGENT][NEUTRAL] 0169.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, cool. All right.
[AGENT][NEUTRAL] OK, I am showing that this policy for [PII] is no longer effective. Um, the termination date was [PII].
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] But let me check. I'm gonna look and see if she has anything active.
[AGENT][NEUTRAL] She does. Let me give you the, the good policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's 255-803-3.
[AGENT][NEUTRAL] And no network is needed for this, um, she can use any network she wants to use or any provider she wants to use because this is a supplemental insurance and not her major medical.
[CUSTOMER][NEUTRAL] OK, um, I'm gonna call that that number back to you you said [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 80
[CUSTOMER][NEUTRAL] 33 OK and when um what's the start date? What's the effective date for this?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] [PII] and it's current.
[CUSTOMER][NEUTRAL] OK, let me see something.
[CUSTOMER][NEUTRAL] I'm sorry, just give me one second.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] You said it's no network, the patient could go anywhere and it's a supplemental?
[AGENT][POSITIVE] Yes, it's supplemental to her primary major medical insurance. This policy helps with deductible, co-pay and co-insurance.
[CUSTOMER][NEUTRAL] OK, is this like one of those limited benefit plans or no?
[AGENT][NEUTRAL] No, ma'am, well, it is in a sense, um, and this is just to verify her benefits. It's not a guarantee of payment. She has an inpatient calendar year benefit amount of $5000 to go towards deductible, co-pay or co-insurance, and then she also has an outpatient benefit per calendar year of $5000 to help with deductible co-pay or co-insurance.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And for
[CUSTOMER][NEUTRAL] She's coming in for an MRI of the spine. Would she need an authorization for that?
[AGENT][NEUTRAL] No, ma'am, not with us.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] All right, and what's the reference number for this call?
[AGENT][NEUTRAL] You can use my name, [PII], and today's date.
[CUSTOMER][POSITIVE] Alright, thank you Miss [PII].
[AGENT][POSITIVE] You're so welcome, Miss [PII]. Is that everything I can help you with before we go?
[CUSTOMER][POSITIVE] No, that's all have a blessed day.
[AGENT][POSITIVE] You too you have a blessed one also thank you for calling APL Miss [PII] bye bye.
[CUSTOMER][POSITIVE] Thank you mhm bye.
[CUSTOMER][NEUTRAL] If you would like to help us improve our services by taking the survey, please press one. If not, please stay on the line.