AccountId: 011433970860
ContactId: 20d9bf0f-b9c3-4d34-bd3c-bdda94230d37
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 210449 ms
Total Talk Time (AGENT): 92583 ms
Total Talk Time (CUSTOMER): 61447 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/20d9bf0f-b9c3-4d34-bd3c-bdda94230d37_20250211T18:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes. Hi, my name is [PII]. I'm calling from Touchstone Imaging. I'm not sure if I'm in the right place or not, but I was just needing to verify uh benefits for a patient.
[AGENT][NEUTRAL] OK, I can help you with benefits, Ms. [PII]. Um, can I please get your, um, callback number just in case?
[AGENT][NEUTRAL] Our call is disconnected.
[CUSTOMER][NEUTRAL] Um, it's [PII].
[AGENT][POSITIVE] OK, thank you so much. And then what is the patient's name?
[CUSTOMER][NEUTRAL] Uh, sorry, you said the ID number?
[AGENT][NEUTRAL] No, the patient's name.
[CUSTOMER][NEUTRAL] It's [PII]. Last name is [PII], one word.
[AGENT][NEUTRAL] OK, and then what is [PII]'s date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then Ms. [PII]'s policy number, please?
[CUSTOMER][NEUTRAL] 025.
[CUSTOMER][NEUTRAL] 66611
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy. Her effective date.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] OK. Um, and what type of coverage is this? We do have it listed as a secondary insurance.
[AGENT][NEUTRAL] Yes, you're correct. And this is just to verify her coverage. It's not a guarantee of payment.
[AGENT][NEUTRAL] She, this is her secondary insurance. It is um a policy that helps with deductible co-pay or co-insurance.
[AGENT][NEUTRAL] Um, she has an inpatient benefit amount of $3000 and then she also has an outpatient benefit amount.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Of $3000 per calendar year. I'm sorry.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The office is yeah maximum of 3000 per calendar year.
[CUSTOMER][NEUTRAL] 3000 per calendar year. OK. Um, and so she's coming in for an MRI so I would assume that authorization would not be required with this?
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] No, ma'am, because we're not the primary.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so it only helps with um patient responsibility.
[AGENT][POSITIVE] Right, it helps with deductible cover coinsurance. You're correct.
[CUSTOMER][NEUTRAL] OK. Perfect. Um, I guess that would be all the information I needed. Do you happen to offer call reference numbers?
[AGENT][NEUTRAL] Yes ma'am, you can use my name.
[AGENT][NEUTRAL] And today's date and my name is [PII], it's [PII]
[CUSTOMER][POSITIVE] OK, perfect. Thank you very much.
[AGENT][POSITIVE] You're very welcome you have a great day and thanks for calling ATL Miss [PII].
[CUSTOMER][POSITIVE] Thank you. You have a good day as well.
[AGENT][NEUTRAL] Mm bye-bye, ma'am.