AccountId: 011433970860
ContactId: 35a43332-ef1d-4946-b28b-9e20866753cb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 110650 ms
Total Talk Time (AGENT): 54812 ms
Total Talk Time (CUSTOMER): 45941 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/35a43332-ef1d-4946-b28b-9e20866753cb_20250319T18:11_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name's [PII]. I'm calling from Radilogic Consultants, um.
[CUSTOMER][NEUTRAL] I was just wondering if you could check on eligibility for a patient if if I have the correct address that he gave me to send it to.
[AGENT][NEUTRAL] Do you have a policy number?
[CUSTOMER][NEUTRAL] Yes, 02579241.
[AGENT][NEUTRAL] [PII], what's the callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is the member's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what is the place of service? Is it inpatient, outpatient?
[CUSTOMER][NEUTRAL] Um, the outpatient observation outpatient.
[AGENT][NEUTRAL] Office visits. So he has outpatient benefits?
[AGENT][NEUTRAL] Of $5000 per calendar year and this is not a guaranteed benefit it's just a disclaimer of the policy's coverage. So do you have the correct mailing address? Is it the [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. Yes, we have a payer ID as well.
[CUSTOMER][NEUTRAL] Yeah, that is
[CUSTOMER][NEUTRAL] OK, what is that?
[AGENT][NEUTRAL] 60801 and we also have a fax number. Would you like that as well, [PII]?
[CUSTOMER][NEUTRAL] So you said [PII]?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] And the fax
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII] that's [PII].
[CUSTOMER][POSITIVE] OK, thank you for your help.
[AGENT][POSITIVE] You're welcome. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][POSITIVE] No, that's all thank you for your help.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL and have a great day. Goodbye.
[CUSTOMER][NEUTRAL] You too bye bye.