AccountId: 011433970860
ContactId: 312f32c6-b2ed-4603-a27b-749442a2dc0f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 218779 ms
Total Talk Time (AGENT): 97845 ms
Total Talk Time (CUSTOMER): 49708 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/312f32c6-b2ed-4603-a27b-749442a2dc0f_20250219T14:19_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APPL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] She's ready. Uh, hi, my name is [PII] with Louisiana Pet CT imaging. I'm calling to find out, uh, some information about a patient.
[AGENT][NEUTRAL] OK, um sure.
[CUSTOMER][NEUTRAL] Um, his benefits, if it covers anything, yes ma'am.
[AGENT][POSITIVE] The benefits, OK.
[AGENT][NEUTRAL] OK. Sure, I can assist you with benefits, Ms. [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 00750498
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yes, [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect, thank you.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] What type of service is being rendered?
[CUSTOMER][NEUTRAL] He's having a PET scan done today 78815.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, let me check his benefits. One moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] He has Blue Crosses primary.
[AGENT][NEUTRAL] Yes, we are, um, we are the the hospital indemnity. This is an indemnity plan. It's a limited plan, um, but it's not a primary, it's not a major medical. Um let's see. Mm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right, OK.
[AGENT][NEUTRAL] It's gonna be one more minute. I'm waiting for the documents to upload and before I give you benefits I need to let you know that this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] You know
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, I'm going for the list of diagnostic testing he can have done.
[AGENT][NEUTRAL] Right yeah.
[AGENT][NEUTRAL] OK. OK, so this one in particular only covers MRI, CT scan, and colonoscopy only.
[CUSTOMER][NEUTRAL] OK, so we don't cover pet. I will let him know. Can what is your name?
[AGENT][NEGATIVE] It doesn't cover.
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] And can I have a reference number please ma'am?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you would like, Miss [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you so much you have a great day.
[AGENT][POSITIVE] You're welcome. You as well, Mr. [PII]. Thank you for calling APO. Have a good week.
[CUSTOMER][NEUTRAL] Yes ma'am bye bye.
[AGENT][NEUTRAL] Bye-bye.