AccountId: 011433970860
ContactId: 92168e34-7df7-4324-b9d6-41f5829fcb91
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 154919 ms
Total Talk Time (AGENT): 56945 ms
Total Talk Time (CUSTOMER): 57600 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/92168e34-7df7-4324-b9d6-41f5829fcb91_20250512T19:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] calling from UNC Health Southeastern, and I, I have a patient that is scheduled to have some outpatient diagnostic imaging, and I was just wanting to check on the patient's policy and to see if authorization is required or anything like that.
[AGENT][POSITIVE] Hey [PII], I can help you with benefits and looking at that. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have the policy number for that patient?
[CUSTOMER][NEUTRAL] Policy number 026-08942.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII] [PII].
[AGENT][NEUTRAL] It looks like this policy is effective [PII]. It's currently active.
[AGENT][NEUTRAL] And then you said outpatient, uh, what type of services are you checking on?
[CUSTOMER][NEUTRAL] Diagnostic imaging.
[AGENT][NEUTRAL] OK, um, let me see. Anything I quote is not a guarantee of payment. It's a basic outline of the policy.
[AGENT][NEUTRAL] Let me get that pulled up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, it looks like they do have a diagnostic, uh, benefit. Um, it pays, this is a supplemental hospital indemnity plan, so it just pays a max of 2 up to 250, um, for diagnostic testing. Um, let me see if it defines what tests those are those. Uh, just a second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, the diagnostic diagnostic testing only includes MRIs, CAT scans, and colonoscopies.
[CUSTOMER][NEUTRAL] Oh, OK. So he had an ultrasound, so I mean this plan wouldn't cover that?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty, that is what I needed to know.
[AGENT][POSITIVE] OK, well, thank you for calling [PII]. I hope you have a good day.
[CUSTOMER][POSITIVE] Thank you. You too. Mm bye-bye.