AccountId: 011433970860
ContactId: 31754c9f-3d51-4435-9b6d-b63fb9a8e65c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 107319 ms
Total Talk Time (AGENT): 58168 ms
Total Talk Time (CUSTOMER): 34371 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/31754c9f-3d51-4435-9b6d-b63fb9a8e65c_20250221T14:34_UTC.wav
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[AGENT][NEUTRAL] Contacting HPO. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Tesla MRI in regards to a mutual patient.
[AGENT][NEUTRAL] Yes, I can certainly help with the benefits, uh, or did you need a uh claim looked up or?
[CUSTOMER][NEUTRAL] Yeah, I just wanted to know if you guys would pick up the $500 copay that the patient has with United Healthcare.
[AGENT][NEUTRAL] OK, I can certainly look that up. And what is that policy number again, please?
[CUSTOMER][NEUTRAL] It's gonna be 02555995.
[AGENT][NEUTRAL] 995. Thank you. And I'm sorry, I didn't catch your name.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], thank you. OK, and the insured's name and date of birth please.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Alright, uh, and I just need a callback number please the event that we're disconnected.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. [PII], the policy went into effect on [PII]. It is active. Now, the policy will pick up the deductible co-payment or co-insurance for treatment within a physician's office. It doesn't pay for the office visit co-pay.
[AGENT][NEUTRAL] But it does, uh, the treatment, yeah, it doesn't pay for the office visit co-pay. The treatment within the physician's office is covered.
[CUSTOMER][NEGATIVE] Doesn't pay.
[CUSTOMER][NEUTRAL] OK, so just the treatment would be covered but not the visit co-pay.
[AGENT][POSITIVE] That is correct, yes.
[CUSTOMER][NEUTRAL] And can I have a call reference number please?
[AGENT][NEUTRAL] Yes, my name is [PII]. The first letter of my last name is [PII]. I'm gonna use that today's date as a reference. Is there anything else at all that I can help with?
[CUSTOMER][POSITIVE] No, that'll be all. Thank you so much.
[AGENT][POSITIVE] Thanks for contacting AP have a good.