AccountId: 011433970860
ContactId: 43356614-0094-4aa8-a7a9-0eba6d257006
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 185320 ms
Total Talk Time (AGENT): 77240 ms
Total Talk Time (CUSTOMER): 51623 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/43356614-0094-4aa8-a7a9-0eba6d257006_20250227T14:14_UTC.wav
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[AGENT][NEUTRAL] Calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. I'm calling from Acumen. I need to run a patient secondary please.
[AGENT][NEUTRAL] Sure, I can assist you with today [PII], can I have the spelling of your name and a callback number and that policy number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] policy 60801.
[AGENT][NEGATIVE] There's not enough numbers.
[AGENT][NEUTRAL] Could you verify the policy number listed on the card?
[CUSTOMER][NEUTRAL] I don't think I have the card. Give me a minute.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, can you do name and date of birth? I don't have the actual physical card.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Do you have a member social?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] What is the member's last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] First name.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what city and state does yours live in?
[CUSTOMER][NEUTRAL] [PII] and the city is [PII].
[AGENT][NEUTRAL] And what is his date of birth?
[CUSTOMER][NEUTRAL] Date of birth I have [PII].
[AGENT][NEUTRAL] Thank you. So these are the questions that I have to ask for you to verify the patient due to HIPAA, unfortunately, however, the policy number, the correct policy number is 20.
[AGENT][NEUTRAL] It's 250253-92502539. This policy has been active since [PII] and it's currently active. What benefits place what place of service are you inquiring benefits for today?
[CUSTOMER][POSITIVE] So we're a freestanding facility patients coming in for an ultrasound, radiology.
[AGENT][NEUTRAL] So would it be diagnostic testing?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] So this member has outpatient benefits of $2500 per calendar year for outpatient services and this is not a guaranteed benefits just a disclaimer of the policy's coverage. Is there anything else that I can assist you with today [PII]?
[CUSTOMER][NEUTRAL] Uh, 2500 per year. Nope, that's it. Can I have a reference number?
[AGENT][NEUTRAL] That is correct. We don't provide those unfortunately. You can use my name in today's date as a reference.
[CUSTOMER][NEUTRAL] Can I have your name again? I'm sorry.
[AGENT][NEUTRAL] My name is [PII]. Would you like for me to spell that for you?
[CUSTOMER][NEUTRAL] Um, no, it's OK, thank you.
[AGENT][POSITIVE] Thanks for calling APL. Have a good day. Bye.
[CUSTOMER][NEUTRAL] You too bye bye.