AccountId: 011433970860
ContactId: 257deabd-fba5-4aba-8699-2b26efd6b635
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 169429 ms
Total Talk Time (AGENT): 74525 ms
Total Talk Time (CUSTOMER): 54763 ms
Interruptions: 0
Overall Sentiment: AGENT=2.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/257deabd-fba5-4aba-8699-2b26efd6b635_20250319T15:51_UTC.wav
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[AGENT][POSITIVE] Good Morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, good morning [PII]. My name is [PII] and I'm calling from Memphis Radiological in [PII]. I have a patient that is on my schedule for an MRI.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I needed to verify a couple of things before we do this.
[AGENT][POSITIVE] [PII], it would be my pleasure to assist you. What is a good callback number?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient? Do you have that available?
[CUSTOMER][NEUTRAL] I do it's 02555826.
[AGENT][NEUTRAL] Thank you. And what is the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right. Thank you.
[AGENT][NEUTRAL] And I can help you with her policy information. I'm showing her policy is active as a 10-7-2024.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And this is a limited indemnity policy.
[CUSTOMER][NEUTRAL] OK, do y'all uh pay anything at all on MRIs?
[AGENT][POSITIVE] We do. She does have a diagnostic testing benefit.
[AGENT][POSITIVE] And I'm getting that pulled up for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hang on just a second.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] It's coming up slowly but surely, bear with me.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] There we go. Finally.
[AGENT][NEUTRAL] Just had to encourage it for a moment.
[AGENT][NEUTRAL] You're covered, MRI is covered. Now, the benefit amount we paid for MRI is $100 per day. That is payable one day per calendar year. Now that is a verification of coverage and not a guarantee of payment.
[CUSTOMER][NEUTRAL] Yeah I understand.
[CUSTOMER][NEUTRAL] OK, so y'all only cover $100 of it.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK, alright, that's and no authorization is required, correct?
[AGENT][NEGATIVE] It is not.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right [PII], that's what I needed thank you so much.
[AGENT][POSITIVE] Well, it's been a pleasure to help you with those benefits this morning, [PII]. If there's nothing else I can help you with, thank you for calling APL and I hope you have a wonderful day.
[CUSTOMER][POSITIVE] I hope you do as well thank you bye bye.
[AGENT][POSITIVE] Thank you, bye bye.