AccountId: 011433970860
ContactId: 27ecf46c-bf28-401a-ade2-4c72648de044
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 155160 ms
Total Talk Time (AGENT): 64751 ms
Total Talk Time (CUSTOMER): 45542 ms
Interruptions: 0
Overall Sentiment: AGENT=2.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/27ecf46c-bf28-401a-ade2-4c72648de044_20250401T17:43_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] calling from Atrium Health Caberis. I'm calling to verify outpatient, uh, radiology benefits for a member.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the um radiology benefits. And [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And the member ID is 7133637. I'm sorry it's 01656930.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that. And all the information provided is a verification of benefits, not a guarantee of payment. So I am showing that the policy is active, it's been effective since [PII]. And you said outpatient radiology benefit?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] So I'm just waiting for the um full benefits to populate. Hold on one moment.
[AGENT][NEUTRAL] So, radiology as in like, would it be considered diagnostic testing?
[CUSTOMER][NEUTRAL] Yes, it's a DEXA scan.
[AGENT][NEUTRAL] OK. So for diagnostic testing in a hospital outpatient facility or MRI facility, um, the policy will pay up to $500 per calendar day.
[CUSTOMER][NEUTRAL] $500 per.
[CUSTOMER][NEUTRAL] Is there a max on the days?
[AGENT][NEGATIVE] Uh, it just resets each day to $500.
[CUSTOMER][POSITIVE] Oh OK all right well thank you for your help.
[AGENT][POSITIVE] You're very welcome, [PII]. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] That'll be all.
[AGENT][POSITIVE] All right, well, thanks for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You as well.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Goodbye.