AccountId: 011433970860
ContactId: 3b8b238b-4983-4400-9138-2f46d1e8b47f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 264540 ms
Total Talk Time (AGENT): 64833 ms
Total Talk Time (CUSTOMER): 107529 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/3b8b238b-4983-4400-9138-2f46d1e8b47f_20250409T14:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling because I'm, oh, excuse me, sorry, I'm calling because I'm scheduled for a CAT scan on Friday and I wanted to see if it it shows that I have a $450 co-payment and usually it's you all who will cover those co-payments. I wanted to call and check my benefits with you.
[AGENT][NEUTRAL] OK, can I get your name and uh your policy number?
[CUSTOMER][NEUTRAL] Sure, my name is [PII], um.
[CUSTOMER][NEUTRAL] My hus it's under my husband's name whose first name is [PII].
[CUSTOMER][NEUTRAL] Um, would I be looking at the in hospital or outpatient cert number?
[AGENT][NEUTRAL] Uh, outpatient cert number.
[CUSTOMER][NEUTRAL] OK, it's 015.
[CUSTOMER][NEUTRAL] 485
[CUSTOMER][NEUTRAL] 07.
[CUSTOMER][NEUTRAL] M as in Matthew L 8.
[AGENT][NEUTRAL] OK, thank you. And then what is your date of birth?
[CUSTOMER][NEUTRAL] My date of birth is [PII].
[AGENT][NEUTRAL] And then your address.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And that's [PII].
[AGENT][NEUTRAL] OK, thank you. And then lastly, do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. OK, let's see what we have.
[AGENT][NEUTRAL] And the CAT scan will be at the hospital. Is that correct?
[CUSTOMER][NEUTRAL] No, it's at a facility called Acumen.
[CUSTOMER][NEUTRAL] It's A A K U M I N.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, let's see. Let me look up your benefits, and this is not a guarantee of payment. It's a basic outline of your policy.
[AGENT][NEUTRAL] So CAT scan, let's see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I have the like codes and stuff if you need any of that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see
[AGENT][NEUTRAL] Just looking to see what um benefits there are. Hold on one moment.
[CUSTOMER][POSITIVE] Sure, no problem.
[AGENT][NEUTRAL] Yeah, so it looks like there is a benefit for 1500 per calendar year. So do you know if they called us to verify benefits or?
[CUSTOMER][NEUTRAL] I, I don't know. I feel like a lot of times these places will call the primary for which for us is, is Florida Blue, and then like they ignore the secondary so I don't, it, I don't know if they called you all or not.
[AGENT][NEUTRAL] OK, I'm looking at the notes. I don't show any recent calls for benefits. So yeah, if they give us a call, we'll verify what benefits you have, um, so.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] But that's, that's what you have for this policy, 1500 per calendar year.
[CUSTOMER][NEUTRAL] OK, so is there a specific number I can have them call for you all or just this one that I called?
[AGENT][NEUTRAL] The one that you called.
[CUSTOMER][POSITIVE] OK, all right, sounds good. I'll give them a call and tell them that it should be covered by you all. I appreciate your help.
[AGENT][POSITIVE] OK, thanks for calling APL. I hope you have a good day.
[CUSTOMER][POSITIVE] Thanks you too. Bye-bye.