AccountId: 011433970860
ContactId: 576a4348-d584-4bcb-8940-2f85cb808cb0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120760 ms
Total Talk Time (AGENT): 48711 ms
Total Talk Time (CUSTOMER): 48858 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/576a4348-d584-4bcb-8940-2f85cb808cb0_20250527T18:00_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII]. I'm calling with Preferred Imaging. Um, I have a patient coming in for an MRI, and they gave us this as their secondary insurance. I was trying to see if they have active coverage and what, what kind of coverage they have, like if they cover it 100% or not.
[AGENT][POSITIVE] OK, I'd be happy to assist with benefits and eligibility today. May I have your first name please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] And [PII] if I can get a good call back number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] 02394430
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] Um, it is let me get back up to the top, [PII] [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII], and this will be for outpatient, correct? Now is this in the office or facility?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Uh, facility.
[AGENT][NEUTRAL] OK, so I show the per occurrence for outpatient is $500.
[CUSTOMER][NEUTRAL] The that's the deductible or what was that? I'm sorry.
[AGENT][NEUTRAL] It's the per current benefits, so we'll pay up to $500 per occurrence for outpatient services.
[CUSTOMER][NEUTRAL] OK, and is pre-cert required?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Thank you OK thank you and can I get a call reference number?
[AGENT][NEUTRAL] Reference it's just my name [PII] last initial [PII] [PII], and the date and time of the call. Was there anything else I could assist with today?
[CUSTOMER][POSITIVE] No, ma'am, that's it. Thank you so much.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.