AccountId: 011433970860
ContactId: 4a6368f6-5b9d-4508-8cbb-d5fc959c64d6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 171300 ms
Total Talk Time (AGENT): 64319 ms
Total Talk Time (CUSTOMER): 85515 ms
Interruptions: 2
Overall Sentiment: AGENT=1.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/4a6368f6-5b9d-4508-8cbb-d5fc959c64d6_20250318T12:44_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 [PII], my name is [PII]. I'm calling from Partners in Imaging. I have a member, um, that's here to have an MRI done, and she gave us you guys as her gap insurance and I just wanted to verify her eligibility.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the eligibility and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII] area code.
[CUSTOMER][NEUTRAL] [PII] and my extension is [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes, the member's policy number is.
[CUSTOMER][NEUTRAL] Would that be the er number?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, so outpatient benefits sir number is 0249.
[CUSTOMER][NEUTRAL] 143
[CUSTOMER][NEUTRAL] M as in Mary.
[CUSTOMER][NEUTRAL] L 8.
[AGENT][NEGATIVE] There's a number missing.
[CUSTOMER][NEUTRAL] Member
[CUSTOMER][NEUTRAL] OK, let me try again. 02491438 ML 8.
[AGENT][NEUTRAL] 8
[CUSTOMER][NEUTRAL] Diagnostics
[AGENT][NEUTRAL] Thank you for that. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes, it's [PII] and her date of birth is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. I am showing the policy is active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] One.
[CUSTOMER][NEUTRAL] Bye
[CUSTOMER][NEUTRAL] 35201.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And for
[CUSTOMER][NEUTRAL] And um mhm.
[AGENT][NEUTRAL] For the MRI, the
[CUSTOMER][NEUTRAL] It's an MRI. Mhm.
[AGENT][NEUTRAL] For the MRI, the outpatient benefits, um, the diagnostic testing, um, would be under outpatient and that benefit is up to $250 per calendar day.
[CUSTOMER][NEUTRAL] Per calendar day.
[AGENT][NEUTRAL] Yes, mhm.
[CUSTOMER][NEUTRAL] And does she have a max?
[CUSTOMER][NEUTRAL] That they will pay out?
[AGENT][NEUTRAL] Outside of the $250 per day?
[CUSTOMER][NEUTRAL] Yeah, yeah. For instance, does she have a max of, you know, in a year?
[AGENT][NEUTRAL] So it's not a calendar year, it's per day. So each day she has $250 to use.
[CUSTOMER][NEUTRAL] Per day.
[CUSTOMER][NEUTRAL] OK, perfect. OK, alrighty, [PII], can I get a reference number for our call?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name in today's date. The first initial to my last name is [PII].
[CUSTOMER][POSITIVE] Thank you so much. I appreciate your help.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] That's it, just have a great day.
[AGENT][POSITIVE] You also, [PII], thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.