AccountId: 011433970860
ContactId: 6c99283e-1e29-4cc4-a3c2-4acf489c485b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 116370 ms
Total Talk Time (AGENT): 62547 ms
Total Talk Time (CUSTOMER): 43280 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/6c99283e-1e29-4cc4-a3c2-4acf489c485b_20250128T15:35_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] Uh, hi, good morning. My name is [PII]. I'm calling from a provider's office to verify eligibility and benefits for your patient.
[AGENT][POSITIVE] OK, I'll be more than happy to help you with the eligibility and the benefits. And [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Yeah, of course it's [PII] and I have policy number 02585365.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] I have [PII] [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 the policy is active. It's been effective since [PII]. And um what type of benefits did you want to go over today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, for a CT scan at an outpatient facility.
[AGENT][NEUTRAL] OK, so for um outpatient, the policy will pay up to $2000 per person per calendar year, and that does include diagnostic testing in a hospital outpatient facility or MRI facility.
[CUSTOMER][NEUTRAL] OK perfect and then um is an authorization required for the CT scan?
[AGENT][NEUTRAL] Um, no, none of, none of our policies require authorization because we're not the major medical.
[CUSTOMER][NEUTRAL] Outpatient
[CUSTOMER][POSITIVE] OK perfect alright.
[CUSTOMER][NEUTRAL] And do you issue call reference numbers?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name in today's date, and again, that's [PII] my last name is [PII], and then today's date.
[CUSTOMER][POSITIVE] All right, thank you for all your help you have a great day.
[AGENT][POSITIVE] You also, and thanks for calling APL Megan. Bye bye.
[CUSTOMER][POSITIVE] Thank you take care bye bye.