AccountId: 011433970860
ContactId: 759ce5aa-9a53-44c1-a7d4-9201ce650f70
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 277920 ms
Total Talk Time (AGENT): 86933 ms
Total Talk Time (CUSTOMER): 56929 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/759ce5aa-9a53-44c1-a7d4-9201ce650f70_20250220T15:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], my name is [PII] and I'm calling from Touchstone Imaging facility.
[CUSTOMER][NEUTRAL] And I just need to see if this patient is active.
[CUSTOMER][NEUTRAL] And uh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] If it requires like authorization.
[AGENT][NEUTRAL] OK, I can give you both um eligibility and if it needs a authorization, Ms. [PII], can I please get your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you and what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Um, it's [PII].
[CUSTOMER][NEUTRAL] [PII] and the policy number is 01792094.
[AGENT][NEUTRAL] OK, let me pull up her policy real quick.
[AGENT][NEUTRAL] OK, Ms. [PII] does have an active policy. Uh, her effective date is [PII].
[AGENT][NEUTRAL] And no pre-authorization is required because this is a supplement insurance and not the primary.
[CUSTOMER][NEUTRAL] OK. Does she have like um deductible or co-insurance, that type of thing for this plan?
[AGENT][NEUTRAL] Let me check for you and this is just to verify her benefits. It's not a guarantee of payment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] Uh, what type of facility is she going to be going to?
[CUSTOMER][NEUTRAL] It's a um imaging facility. It's a standalone imaging facility.
[AGENT][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] I'm looking.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] For the
[AGENT][NEUTRAL] Imaging center.
[AGENT][NEUTRAL] Which would also be considered.
[AGENT][NEUTRAL] Office visit.
[AGENT][NEUTRAL] Let me see if she even has um.
[AGENT][NEUTRAL] Let me, I'm gonna up her policy and see if it says anything about deductible for an imaging center. It's gonna be just a second while the computer pulls it in and I look at it.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] I'm still looking. I haven't forgot you.
[CUSTOMER][NEUTRAL] Oh no, you're you're fine.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] No, she does not have any deductibles for outpatient.
[CUSTOMER][POSITIVE] All right, thank you so very much. Tell me your name one more time.
[AGENT][NEUTRAL] Um, my name is [PII], it's [PII]
[CUSTOMER][POSITIVE] All right, Ms. [PII]. Thank you so very much for your time. I appreciate you.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. I hope you have a blessed rest of your week and thanks for calling ATL.
[CUSTOMER][POSITIVE] Welcome. Thank you. Bye-bye.
[AGENT][NEUTRAL] Bye-bye, ma'am.