AccountId: 011433970860
ContactId: 75afa4e8-632a-414a-8c6a-93b51b43fb58
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 302029 ms
Total Talk Time (AGENT): 107782 ms
Total Talk Time (CUSTOMER): 126374 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/75afa4e8-632a-414a-8c6a-93b51b43fb58_20250407T13:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good morning. I'm calling from Pembroke Pink Imaging checking to see if a patient is active.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I can help you. What's your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] A LDA.
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And we're checking, uh, eligibility dates.
[CUSTOMER][NEUTRAL] Yes, to see she's active and how much is her max, mhm.
[AGENT][NEUTRAL] OK, we can get that information.
[AGENT][NEUTRAL] And what type of benefit?
[CUSTOMER][NEUTRAL] Uh, it's medical.
[AGENT][NEUTRAL] In office or outpatient facility?
[CUSTOMER][NEUTRAL] I have a CPT code um it's gonna be done in office without an office visit charge?
[AGENT][NEUTRAL] You said without a physician fee or with?
[CUSTOMER][NEUTRAL] And we're
[CUSTOMER][NEUTRAL] Yeah, without, without a physician fee, mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So it's treatment in the office?
[CUSTOMER][NEUTRAL] Yeah, it's gonna be for a breast ultrasound. I don't know if you want the CPT code.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No. It's the breast ultrasound, is it for a medical concern or is it wellness or screening?
[CUSTOMER][NEUTRAL] Yes, um, and let me see, hold on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I think she's diagnostic.
[CUSTOMER][NEUTRAL] Yeah, they're checking something on her breast.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] It's diagnostic. No, it's diagnostic ultrasound at all, yeah.
[AGENT][NEUTRAL] OK, got it and.
[AGENT][NEUTRAL] OK, and what's the policy number?
[CUSTOMER][NEUTRAL] The policy number I'm gonna give it to you right now is 02556090.
[CUSTOMER][POSITIVE] Tell me your name again I'm sorry.
[AGENT][NEUTRAL] It's [PII] and first initial of my last name is [PII]
[CUSTOMER][NEUTRAL] OK, OK, got it
[AGENT][NEUTRAL] And what is a good phone number, [PII]?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Her name is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK, thank you. I'm showing an effective date of [PII]. This policy is active at this time?
[AGENT][NEUTRAL] And let's see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What's her [PII] and if she's made anything out of it.
[AGENT][NEUTRAL] OK, I'll check that for you one moment.
[AGENT][NEUTRAL] I'm still looking.
[CUSTOMER][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] My son works for your company.
[AGENT][NEUTRAL] American Public Life?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh, really?
[CUSTOMER][NEUTRAL] Mhm, yeah.
[AGENT][POSITIVE] Good for him.
[CUSTOMER][NEUTRAL] I think he's an executive rep, um, yeah, he's out there telling.
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] Wow.
[CUSTOMER][NEUTRAL] Yeah, he's been there years working for AP.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So what I'm showing is that there is a combined inpatient and outpatient maximum.
[AGENT][NEUTRAL] Uh, which is up to 5.
[CUSTOMER][NEUTRAL] So it's an outpatient.
[AGENT][NEUTRAL] Mhm, yeah, the inpatient and outpatient benefits are are combined for a maximum of up to $5000.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Combined, OK.
[AGENT][NEUTRAL] Per covered person per calendar year and then I'll check to see if any of that has been used for 2025.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The calendar, got it.
[CUSTOMER][POSITIVE] Yeah thanks.
[AGENT][NEUTRAL] And currently I'm showing only $127.96 has been paid out this year.
[CUSTOMER][NEUTRAL] OK, very good. And then the only last thing, [PII] is a reference number. I think it's your name and the today's date, right?
[AGENT][POSITIVE] You are correct.
[CUSTOMER][NEUTRAL] I don't know if you use reference numbers.
[CUSTOMER][POSITIVE] I know cause I I'll be there before. OK, [PII], we're done, my love. I'm not gonna bother you no more. You enjoy your day, OK?
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] No, no worries.
[AGENT][POSITIVE] OK, no other questions, all the, thanks. You're welcome. Thanks for calling APL. Have a good day. bye bye. Bye bye.
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][POSITIVE] Thank you. Bye now.
[CUSTOMER][NEUTRAL] You too. Bye.