AccountId: 011433970860
ContactId: 654040eb-77cd-4364-b2a7-75f3baa03b8d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 176759 ms
Total Talk Time (AGENT): 92278 ms
Total Talk Time (CUSTOMER): 46425 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/654040eb-77cd-4364-b2a7-75f3baa03b8d_20250217T13:42_UTC.wav
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[AGENT][POSITIVE] Good Morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII]. I'm calling from Atrium Health Navicent Centralized scheduling. I need to get eligibility on a member for uh an outpatient diagnostic test.
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] All right, [PII]. It would be my pleasure to assist you with benefits for patients. Can I get a good callback number, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] 0259
[CUSTOMER][NEUTRAL] 2902
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth, please, ma'am.
[CUSTOMER][NEUTRAL] Um, [PII] [PII].
[AGENT][POSITIVE] All right, thank you, and it would be a pleasure to help you with that eligibility and benefits for son [PII]. I'm showing his policy is active. Effective date is [PII].
[AGENT][NEUTRAL] And the diagnostic test covered under this policy is an MRI, CAT scan, CT, PET scan, and thyroid.
[AGENT][NEUTRAL] Is it a different test other than that?
[CUSTOMER][NEUTRAL] Um, yes ma'am, it is, um, a barium swallow.
[AGENT][NEUTRAL] OK, let me just check, is that um.
[CUSTOMER][NEUTRAL] It's like an X-ray.
[AGENT][NEUTRAL] Let me get that policy pulled up because he does have a limited diagnostic testing for an upper GI or a lower GI.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Would that be considered?
[CUSTOMER][NEUTRAL] No ma'am, it's a different case.
[AGENT][NEUTRAL] Yeah, so this is a limited indemnity policy and it's only going to cover those diagnostic tests.
[AGENT][NEUTRAL] But his policy is active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, I got it thank you so much.
[AGENT][POSITIVE] Oh, it's been such a pleasure to assist you with those benefits, [PII]. Anything else I can help you with today?
[CUSTOMER][NEUTRAL] Is there um a reference number for our call?
[AGENT][NEUTRAL] The reference number is my name and today's date, I spell my name [PII].
[CUSTOMER][POSITIVE] Alright thank you so much for your help.
[AGENT][POSITIVE] [PII], thank you for calling APL and I hope you have a wonderful day.
[CUSTOMER][POSITIVE] You also, thank you.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.