AccountId: 011433970860
ContactId: 8478d3de-139f-499e-bc0b-9b7686e19f9a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 139839 ms
Total Talk Time (AGENT): 72547 ms
Total Talk Time (CUSTOMER): 48540 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=2.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/8478d3de-139f-499e-bc0b-9b7686e19f9a_20250127T14:03_UTC.wav
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[AGENT][POSITIVE] Morning, thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Oh hi, [PII]. My name is [PII]. I'm calling you from Acumen. I need help with benefits on a patient coming in.
[AGENT][POSITIVE] It would be my pleasure to assist you, [PII]. What is a good callback number?
[CUSTOMER][NEUTRAL] [PII], that is correct.
[AGENT][NEUTRAL] [PII]. Thank you. And what is the policy number for the patient, please, ma'am?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I have policy number one second here, 01988244ML8.
[AGENT][NEUTRAL] Thank you, [PII] and the patient's name and date of birth, please, ma'am.
[CUSTOMER][NEUTRAL] This one is for [PII] [PII].
[CUSTOMER][NEUTRAL] Nope, sorry.
[CUSTOMER][NEUTRAL] [PII] I had another patient open. Sorry.
[AGENT][NEUTRAL] All right, thank you. And I can help you with those benefits for Levi. Will this be performed in an office setting or an outpatient facility?
[CUSTOMER][NEUTRAL] We are considered an outpatient diagnostic facility, but we do bill as an office, a code 11.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] If it is for an outpatient diagnostic center, he does have coverage up to $500 per calendar day, and that would be considered payable if it is coded as in place of service 11 as well. He has the office treatment rider. Now that benefit is a verification of coverage and not a guarantee of payment.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] And again that is up to 500 per calendar day.
[CUSTOMER][POSITIVE] 5 per day. Awesome. And is there a reference number for our call?
[AGENT][NEUTRAL] It's going to be my name and today's date, and I spell my name [PII]
[AGENT][NEUTRAL] First initial last name, [PII].
[AGENT][POSITIVE] And it's been a pleasure to assist you with those benefits, [PII]. Anything else I can help you with today?
[CUSTOMER][POSITIVE] Thank you so much for all your help.
[AGENT][POSITIVE] My pleasure and thank you for calling APL. You have a lovely day.
[CUSTOMER][POSITIVE] You do the same. Stay safe.
[AGENT][NEUTRAL] You too. Bye-bye.