AccountId: 011433970860
ContactId: 5eee3b35-9d73-4c2f-b212-ae7b5bd8f348
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 184020 ms
Total Talk Time (AGENT): 65492 ms
Total Talk Time (CUSTOMER): 69186 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/5eee3b35-9d73-4c2f-b212-ae7b5bd8f348_20250528T17:20_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling in reference to a mutual patient. Patient is in um the office right now. We're just trying to figure out if the secondary would cover anything for her upcoming appointment.
[AGENT][NEUTRAL] OK, may I ask who's calling?
[CUSTOMER][NEUTRAL] It's [PII] from Radiy Regional Center.
[AGENT][POSITIVE] And you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] I do. It is um.
[CUSTOMER][NEUTRAL] I have here 01960155 M as in Mary L as in Larry 8.
[AGENT][NEUTRAL] Thank you, hold on one moment please.
[CUSTOMER][POSITIVE] Thanks.
[AGENT][NEUTRAL] You're welcome. And what's the patient's name?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And her date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, [PII] and you are needing benefits?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, I can give those to you. Is it for outpatient, inpatient or doctor's office?
[CUSTOMER][NEUTRAL] We are a freestanding facility for radiology.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So we do office setting.
[AGENT][NEUTRAL] OK, the effective date is [PII]. Any benefits given over the phone is not a guarantee of payment.
[AGENT][NEUTRAL] This policy coordinates with the primary insurance, whatever the primary applies to the deductible, co-pay or co-insurance only, we'll pay up to.
[AGENT][NEUTRAL] 4000 per calendar year.
[CUSTOMER][NEUTRAL] OK, so, um, her primary stating that we're collecting towards deductible and it's under, it's under, it's about $800 so no upfront collection secondary would pick up.
[AGENT][NEUTRAL] Yeah, right.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] Alright, uh, and you said it's up to 44,000 you said?
[AGENT][NEUTRAL] 4000 per calendar year.
[CUSTOMER][NEUTRAL] And the patient hasn't used it, right?
[AGENT][NEUTRAL] She hasn't used anything. No, ma'am.
[CUSTOMER][POSITIVE] OK, alright, if I could have a name and a reference number for today's call and I appreciate it.
[AGENT][NEUTRAL] We do not have reference numbers. You can use my name in today's date. That's [PII]
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much, [PII], for your help. You have a good day.
[AGENT][POSITIVE] Thank you [PII] for calling APL you as well.
[CUSTOMER][NEUTRAL] Mm bye.
[AGENT][NEUTRAL] Bye-bye.