AccountId: 011433970860
ContactId: 25dfa391-0b92-4617-9ff2-27a359081a38
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 146139 ms
Total Talk Time (AGENT): 69481 ms
Total Talk Time (CUSTOMER): 53306 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/25dfa391-0b92-4617-9ff2-27a359081a38_20250116T17:41_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] Hi [PII], this is Dolores Prison Health. I am calling to verify benefits for a patient.
[AGENT][POSITIVE] It would be my pleasure to assist you, [PII]. What is a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII], and the policy number?
[CUSTOMER][NEUTRAL] That is 01859744.
[AGENT][NEUTRAL] Thank you, [PII] and the patient's name and date of birth, please, ma'am.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] All right, thank you, and it would be my pleasure to help you with the eligibility for [PII]. I'm showing that Mr. [PII] policy is active. Effective date is [PII]. Anything else I can help you with today?
[CUSTOMER][NEUTRAL] So, Mr. um [PII] is scheduled for an outpatient hospital MRI um if you could provide me the accumulators, if that's covered under his policy.
[AGENT][NEUTRAL] Now he does have diagnostic testing for MRI, colonoscopy, or CT scan under his plan.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the benefit amount is $250. Now, that is a verification of coverage, not a guarantee of payment.
[CUSTOMER][NEUTRAL] OK, so it pays 250 towards the MRI.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK, and is there a limit to how many?
[AGENT][NEUTRAL] It's one per calendar year.
[CUSTOMER][NEUTRAL] Are you able to see if he's already used that benefit?
[AGENT][NEUTRAL] He has not used that benefit for [PII].
[CUSTOMER][NEUTRAL] All right then, is there a reference number for the call?
[AGENT][NEUTRAL] It's my name in today's date, and I spell my name [PII] First initial of my last name is [PII]. And if you would please note all benefits given over the phone is a verification of coverage, not a guarantee of payment.
[CUSTOMER][POSITIVE] All right. Thank you for your help. I hope you have a good rest of your day.
[AGENT][POSITIVE] I hope you do too, [PII]. Thank you for calling APL and you have a lovely day.
[CUSTOMER][POSITIVE] Thanks bye now.