AccountId: 011433970860
ContactId: 69080d16-c904-4834-965a-47b7aaad917a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 174039 ms
Total Talk Time (AGENT): 56310 ms
Total Talk Time (CUSTOMER): 65739 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/69080d16-c904-4834-965a-47b7aaad917a_20250124T18:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling with Preferred Imaging, and I need to get some help with some benefit information on a patient, please.
[AGENT][POSITIVE] Alright, [PII], I'm happy to check on benefits for you. What is the patient's policy number?
[CUSTOMER][NEUTRAL] It's P001154549.
[AGENT][NEUTRAL] What is the patient's first and last name?
[CUSTOMER][NEUTRAL] This is for [PII]. Date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mm, OK. Yeah, that didn't bring them up. Let me.
[AGENT][NEUTRAL] Try and search by name. Usually our policies are just numerical there's no numbers um.
[CUSTOMER][NEUTRAL] It's spelled [PII]
[AGENT][NEUTRAL] OK. [PII]
[AGENT][NEUTRAL] And [PII] is [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm not pulling anything up under that name. Do you by chance have her social?
[CUSTOMER][NEUTRAL] No, let me, um, they just entered the information they didn't actually provide an insurance card, so let me, um, uh, get a copy of the card and, and see what it says and call back um just a quick question though, do you usually uh provide or cover benefits secondary to Tricare?
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yeah, so we do offer a secondary plan and it would cover any sort of deductible, co-pay or co-insurance. The primary does not.
[CUSTOMER][NEUTRAL] OK, let me check real quick just to make sure I don't have a social since they are, they do have [PII]'s primary.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] No, I don't think it's provided. You know what [PII], let me go, go ahead and get a copy of the card so I have the exact information and then I'll give you a call back.
[AGENT][POSITIVE] Sounds good, yeah, not a problem. Anything else I can do for you?
[CUSTOMER][NEUTRAL] OK, um, can I get the first initial to your last name?
[AGENT][POSITIVE] Absolutely, that's gonna be [PII].
[CUSTOMER][POSITIVE] All right, thank you for your help. Have a good day.
[AGENT][NEUTRAL] You too, bye bye.
[CUSTOMER][NEUTRAL] Uh-huh.