AccountId: 011433970860
ContactId: 5936a770-e443-4aa3-b2ed-7da50d4afaa4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 150639 ms
Total Talk Time (AGENT): 59205 ms
Total Talk Time (CUSTOMER): 51874 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/5936a770-e443-4aa3-b2ed-7da50d4afaa4_20250306T16:44_UTC.wav
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[AGENT][NEUTRAL] And thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], last initial [PII] like [PII]. I'm calling from Metro Imaging. Um, we have a patient here for a CT scan, and he just presented this card to us. We're I'm calling to see if.
[CUSTOMER][NEUTRAL] He needs any kind of pre-cert?
[CUSTOMER][NEUTRAL] And to see if the benefits cover a CT scan.
[AGENT][NEUTRAL] OK. Do you have a phone number I can get in case we get disconnected, I can call you back.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] I think so 00778982.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment, please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And his date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And you're wanting to know if it covered a CT scan and an imaging center?
[CUSTOMER][NEUTRAL] Yeah and if he needs any kind of pre-approval.
[AGENT][NEUTRAL] OK, I can help you with that. This policy doesn't require pre-certification. This is a secondary policy coordinates with the primary insurance.
[CUSTOMER][POSITIVE] OK, great.
[AGENT][NEUTRAL] The effective date is [PII]. Any benefits given over the phone is not a guarantee of payment.
[AGENT][NEUTRAL] It coordinates with the primary, we only pick up whatever the primary applies to their deductible co-pay or co-insurance.
[AGENT][NEUTRAL] For outpatient, we'll pay up to $4000.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, excellent. Thank you so much for all your help.
[AGENT][NEUTRAL] And then they have, it looks like they have a $100 deductible. I'm sorry about that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, beautiful. Thank you very much, [PII].
[AGENT][POSITIVE] Thank you, [PII], for calling APA. You have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye-bye.