AccountId: 011433970860
ContactId: 4e020011-57a4-4795-9bf3-cfdab7e63c5b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 170750 ms
Total Talk Time (AGENT): 80041 ms
Total Talk Time (CUSTOMER): 79233 ms
Interruptions: 0
Overall Sentiment: AGENT=2.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/4e020011-57a4-4795-9bf3-cfdab7e63c5b_20250317T16:15_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hey there, you said [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Hi there, [PII]. My name is Me. It's spelled [PII] I'm calling from Open MRI of [PII]. I was calling to see if there is an active policy on this member.
[AGENT][POSITIVE] OK, yeah, I can certainly help you with eligibility today. Do you mind if I get a really good call back number for you?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Sure. It is [PII].
[AGENT][POSITIVE] Thank you so much. And what's the policy number for the member, me?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I have 02551589.
[AGENT][NEUTRAL] 89. OK, give me just a couple moments to get that pulled up through the system.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Are you having a good day so far?
[CUSTOMER][NEUTRAL] I am. How about you?
[AGENT][POSITIVE] I'm doing great. It's [PII], so that's fun.
[CUSTOMER][NEGATIVE] Uh, I'm not gonna paying attention to those anymore.
[CUSTOMER][NEUTRAL] All these holidays.
[AGENT][NEUTRAL] I have a [PII] old, so I try to stay in the loop. Um.
[AGENT][NEUTRAL] All right, and I just have one more screen I'm waiting on to load my friend.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] There it is. Thank you so much. And would you be able to verify for me, pretty please, uh, the patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] Thank you so much. I do see [PII] here. They are current and active with an effective date of [PII]. Is there any other information you're needing for this call or just the eligibility?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Um, I know that this is secondary to his Blue Cross Blue Shield. Is there going to be any prior authorization required prior to him getting his MRI done?
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] No, we don't require prior authorization.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, alright, so we'll just follow the rule, uh, following first and secondary. So it looks like he's got Blue Cross Blue Shield as primary and then you guys have a secondary insurance.
[AGENT][POSITIVE] Perfect.
[AGENT][POSITIVE] Perfect yeah and you'll just send us the um the claim form with his primary EOB and then we'll be able to process and go from there.
[CUSTOMER][NEUTRAL] Alright perfect so just go over what we just said you said that the policy is active. It was effective [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Perfect. And [PII], do you by chance have a reference number for this telephone call?
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] So we don't have numbers, but you can use my name, [PII], first initial last name, [PII], and today's date.
[CUSTOMER][POSITIVE] Perfect thank you so much [PII]. I hope you have a wonderful day.
[AGENT][POSITIVE] Yeah, my pleasure.
[AGENT][POSITIVE] You too take care thank you so much for calling APL.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye-bye.