AccountId: 011433970860
ContactId: 2000478c-9581-446c-96a8-008291999adf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 159220 ms
Total Talk Time (AGENT): 72621 ms
Total Talk Time (CUSTOMER): 56259 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/2000478c-9581-446c-96a8-008291999adf_20250121T19:44_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. Um, I'd like to verify benefits, I mean, eligibility as well for an upcoming visit.
[AGENT][POSITIVE] OK, I'll be more than happy to help you with the eligibility and benefits. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] contact number will be [PII].
[AGENT][POSITIVE] Thank you for that and the policy number whenever you're ready.
[CUSTOMER][NEUTRAL] That is 01659134 ML 78.
[AGENT][NEUTRAL] Thank you for that. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [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 um what type of benefits did you want to look for today? You said an in-office procedure?
[AGENT][NEUTRAL] Or in office visit.
[CUSTOMER][NEUTRAL] No. So it will be, um, it's actually outpatient. It's gonna be a breast ultrasound and
[CUSTOMER][NEUTRAL] A mammogram.
[AGENT][NEUTRAL] OK. Let me take a look and see if the diagnostic testing specifies.
[CUSTOMER][NEUTRAL] OK, and would authorization be required?
[AGENT][NEUTRAL] And then she also has the office.
[AGENT][NEUTRAL] Oh, no, um no prior authorizations required.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So, she also has the, OK, so the outpatient benefit is $7900 per calendar year.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It does include diagnostic testing in a hospital outpatient facility or MRI facility.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Thank you for that and I just need the last initial to your name and the reference number.
[AGENT][NEUTRAL] OK, so there's no call reference number, but you can use my name, which is [PII] First initial to my last name is [PII], and then today's date.
[CUSTOMER][POSITIVE] Thank you for your help.
[AGENT][POSITIVE] You're very welcome. Well, thanks so much for calling APL and I hope you have a great day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you, [PII]