AccountId: 011433970860
ContactId: 31dabb32-a1f3-4c62-8cec-1a30fd65156e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 164119 ms
Total Talk Time (AGENT): 87321 ms
Total Talk Time (CUSTOMER): 53286 ms
Interruptions: 0
Overall Sentiment: AGENT=2.8, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/31/31dabb32-a1f3-4c62-8cec-1a30fd65156e_20241231T14:40_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, good morning, [PII]. My name is [PII] calling from Memorial Regional Hospital. I was just calling to check um eligibility and benefits for [PII] for a patient.
[AGENT][POSITIVE] [PII], it would be my pleasure to assist you with eligibility and benefits. What is the callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] It's 231-280-3.
[AGENT][NEUTRAL] And the patient's name and date of birth, please.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] [PII], I'm showing that [PII]'s policy is active. Effective date is [PII]. I have no future return date on file.
[AGENT][NEUTRAL] And what type of benefits are you needing?
[CUSTOMER][NEUTRAL] It's for um regarding an MRI.
[AGENT][NEUTRAL] Is that, uh, will that be in the doctor's office or diagnostic center, outpatient hospital?
[CUSTOMER][NEUTRAL] It would be outpatient hospital.
[AGENT][NEUTRAL] OK. She does have outpatient coverage up to $5000 per calendar year, and that is what we can pay toward her deductible co-pay or co-insurance of her major medical, and that is a verification of coverage, not a guarantee of payment.
[CUSTOMER][NEUTRAL] All right, perfect. Um, so, to the start of the [PII], she'll, she'll have the $5000 coverage that will um cover the co-insurance or co-payments, correct?
[AGENT][NEUTRAL] That's correct. Her benefits is a calendar year plan, so her benefits will start over tomorrow.
[CUSTOMER][POSITIVE] All right, perfect. Thank you so much.
[AGENT][POSITIVE] My pleasure to assist you with those benefits, [PII]. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Um, no. Can I just get um your last name initial please and a reference number?
[AGENT][NEUTRAL] The reference number is my name and today's date, and I spell my name [PII].
[AGENT][NEUTRAL] And [PII], if you please note all benefits given over the phone is a verification of coverage, not a guarantee of payment.
[AGENT][POSITIVE] And it was such a pleasure to help you today.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. I hope you have a wonderful day and a very [PII].
[CUSTOMER][POSITIVE] Thank you. Same to you.
[AGENT][POSITIVE] Thank you, [PII]. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.