AccountId: 011433970860
ContactId: 9757aa8c-5870-4a3a-8e96-5cf87279c997
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 165550 ms
Total Talk Time (AGENT): 68297 ms
Total Talk Time (CUSTOMER): 38539 ms
Interruptions: 0
Overall Sentiment: AGENT=3.3, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/9757aa8c-5870-4a3a-8e96-5cf87279c997_20250225T15:28_UTC.wav
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[AGENT][POSITIVE] Good Morning, thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Patient Access at Kahoton Regional Medical Center.
[CUSTOMER][NEUTRAL] Have a patient needs an outpatient ultrasound and I'm trying to find out if it's a covered benefit under the patient's plan and if it is to see if an authorization is required.
[AGENT][NEUTRAL] OK, [PII], so you're needing eligibility benefit of information and to see if our author is required, is that correct?
[CUSTOMER][NEUTRAL] Right.
[AGENT][POSITIVE] Yep, I can, yes, I can help you with all of that and um what is a good callback number for you please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Thank you and the member's policy number please?
[CUSTOMER][NEUTRAL] Uh, the policy number is 02571736.
[AGENT][POSITIVE] OK, thank you so give me one moment please to get all of the members' information pulled up.
[AGENT][NEUTRAL] OK, and [PII], any information that I do provide for you today will be a verification of benefits and not a guarantee of payment. What is your patient's name please and their date of birth?
[CUSTOMER][NEUTRAL] [PII] day of the [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] So I do show that he is the subscriber on this limited benefit plan.
[AGENT][NEUTRAL] And this limited benefit plan is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And on this policy, an ultrasound is not a cover benefit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And is there a reference number for the call?
[AGENT][POSITIVE] Yes, sir, you would actually use my name along with today's date.
[CUSTOMER][POSITIVE] OK, thank you very much.
[AGENT][POSITIVE] Well, you are certainly very welcome. And is there anything else that I can help you with?
[CUSTOMER][POSITIVE] That's it thanks.
[AGENT][POSITIVE] OK, well, you're very welcome [PII] and thank you again for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.