AccountId: 011433970860
ContactId: 91f73585-0d13-4727-975d-df1838def58a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 146619 ms
Total Talk Time (AGENT): 65202 ms
Total Talk Time (CUSTOMER): 110449 ms
Interruptions: 4
Overall Sentiment: AGENT=1.3, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/91f73585-0d13-4727-975d-df1838def58a_20250203T19:52_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. This is how can I help you?
[CUSTOMER][NEUTRAL] I understand
[CUSTOMER][NEUTRAL] Yeah. Hi, I'm calling from Unique Imaging, a partners and imaging company. We have a patient coming in to have an MRI done, and I'm just wondering if your um insurance, her gap insurance covers her copay.
[AGENT][POSITIVE] Um, yes, ma'am. I can assist you with benefits. And first, I'll need your name and a good callback number.
[CUSTOMER][NEUTRAL] My first time.
[CUSTOMER][NEUTRAL] Yes, it's [PII] and my call back number is [PII] and I'm sorry I didn't catch your name.
[AGENT][NEUTRAL] My name is [PII]. Um, it's spelled [PII] and my last initial is [PII]. Yes, ma'am.
[CUSTOMER][POSITIVE] Thank you and mine is [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Um, now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] Yes ma'am, the policy number that was given to me was 1179071.
[AGENT][NEUTRAL] Thank you. Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Your secondary
[CUSTOMER][NEUTRAL] Yes, [PII] and her date of birth is, I'll tell you right now.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yeah, hold on, I'm sorry I got out of that part of the chart and now it's taking forever. OK, it's 8-9-1969.
[AGENT][NEUTRAL] OK. Thank you and just let me advise you that verification of coverage does not guarantee payment of claims. The effective date on this policy was [PII]. The policy is still active and for outpatient benefits, we cover up to $500 per occurrence and every occurrence is every 90 days. We'll cover up to $500 for the co-pay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][NEUTRAL] So we can stop it.
[CUSTOMER][NEUTRAL] OK, all right, I'll go ahead do you self pay for 35. Yeah, if you can already just confirm that you know you don't have that diet treatment for 6 weeks to explain with the letter then just send it to.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, no problem, I'll go ahead and help, OK?
[CUSTOMER][NEUTRAL] Uh, you're, you're on [PII] at [PII]
[CUSTOMER][NEUTRAL] OK, and the question is, has any of that $500 been used as of yet in within these 90 days?
[AGENT][NEUTRAL] No, ma'am. It hasn't been used. It's all available.
[CUSTOMER][NEUTRAL] OK, perfect. Can I have a call reference or confirmation number for our call?
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yes, for the reference number, you can use my name and today's date. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Just have a wonderful day.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling APL. Bye.
[CUSTOMER][POSITIVE] Thank you bye bye.