AccountId: 011433970860
ContactId: 675e55f2-a207-4eb9-a358-0a8581d7e1df
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 247619 ms
Total Talk Time (AGENT): 80881 ms
Total Talk Time (CUSTOMER): 67892 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/675e55f2-a207-4eb9-a358-0a8581d7e1df_20250314T18:08_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I'm calling from Saint Vincent Hospital on a recorded line. Could you please help me check the eligibility and the benefits for a patient?
[AGENT][POSITIVE] Sure, I'll be more than happy to help you with the eligibility and benefits. And [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] It's 1701089.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, uh, first name is [PII]. Last name is, uh, sorry, it's [PII].
[CUSTOMER][NEUTRAL] I sorry, it's [PII].
[AGENT][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] And date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. I am showing that the policy is active. It's been effective since [PII].
[AGENT][NEUTRAL] And um, what type of benefits did you want to go over today?
[CUSTOMER][NEUTRAL] Uh, I need medical benefits and patient is coming for.
[CUSTOMER][NEUTRAL] Outpatient services.
[CUSTOMER][NEUTRAL] And it is regarding mammogram screening. CPT codes are 77063 and 77067.
[AGENT][NEUTRAL] Will it be in a physician's office?
[CUSTOMER][NEUTRAL] It's for facility hospital.
[AGENT][NEUTRAL] Let me pull up the big one. Hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And [PII], do you mind if I place you on just a brief hold while I look through the um policy and the coverage?
[CUSTOMER][POSITIVE] Uh, it's OK take your time.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm. You are on hold.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] And you, yes.
[AGENT][MIXED] Thank you so much for holding. I apologize for that wait. Um, so unfortunately, the policy does not have any wellness benefits or um
[AGENT][NEUTRAL] Bes for like a mammogram or procedure um in an outpatient facility.
[CUSTOMER][NEUTRAL] OK, and could you please tell me, is that a limited benefit plan?
[AGENT][NEUTRAL] Yes, this is a hospital indemnity policy.
[CUSTOMER][NEUTRAL] OK. And could you please spell out your name for me?
[AGENT][NEUTRAL] Of course, my name is [PII].
[CUSTOMER][NEUTRAL] And could you please provide me the call reference number?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name in today's date and that's um well, I just gave the name [PII].
[CUSTOMER][POSITIVE] OK, thank you. That's all I needed. Have a nice day.
[AGENT][POSITIVE] You also, thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] But