AccountId: 011433970860
ContactId: 55d717f3-cdb3-422b-9796-de18679d5935
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 114760 ms
Total Talk Time (AGENT): 57730 ms
Total Talk Time (CUSTOMER): 38254 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/55d717f3-cdb3-422b-9796-de18679d5935_20250320T16:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is Ocon imaging, and I was calling to get eligibility and benefits for a patient having an MRI done today.
[AGENT][POSITIVE] All right, I'm happy to check on eligibility and benefits today. Can I get the patient's policy number?
[CUSTOMER][NEUTRAL] It is 02456843.
[AGENT][NEUTRAL] All right, thank you for that. And then if you don't mind, could I get your first name and a callback number?
[CUSTOMER][NEUTRAL] My name is [PII] Phone number is [PII].
[AGENT][NEUTRAL] Thank you, [PII] and then if I can get the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you. So the patient is active. The effective date is [PII].
[AGENT][NEUTRAL] And it looks like.
[AGENT][NEUTRAL] Uh, the outpatient benefits on the member plan for a calendar year is 2400 or the secondary insurance, so this covers deductible, co-pay, co-insurance, the primary does not.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And does any kind of authorization require?
[AGENT][NEUTRAL] No prior authorization is needed, no ma'am.
[CUSTOMER][NEUTRAL] All right, can I get a call reference number?
[AGENT][NEUTRAL] Absolutely. Call reference is my name with my last initial than today's date. My name again is [PII], that's [PII] Last initial is [PII].
[CUSTOMER][POSITIVE] All right thanks so much [PII] you have a great day.
[AGENT][POSITIVE] You too, take care.
[CUSTOMER][NEUTRAL] Uh huh bye bye.
[AGENT][NEUTRAL] Bye bye