AccountId: 011433970860
ContactId: 97b4e371-cdd5-4c97-aa0e-14cd26736641
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 198500 ms
Total Talk Time (AGENT): 104791 ms
Total Talk Time (CUSTOMER): 73629 ms
Interruptions: 1
Overall Sentiment: AGENT=3.1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/97b4e371-cdd5-4c97-aa0e-14cd26736641_20250109T20:14_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi, I need to get benefits for one of my patients who has APL for CT scans, please.
[AGENT][POSITIVE] Well, it would be my pleasure to assist you with those benefits. May I ask your name?
[CUSTOMER][NEUTRAL] Requirement
[AGENT][POSITIVE] Thank you, [PII]. And what is a good callback number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Thank you, [PII], and the policy number for the patient, please.
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] 02295772 ML 8.
[AGENT][NEUTRAL] Thank you, [PII]. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Is [PII], date of birth [PII].
[AGENT][POSITIVE] All right, thank you, and it would be my pleasure to assist you with the CT benefits for Ms. [PII]. I am showing that her policy, I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yes, uh,
[CUSTOMER][NEUTRAL] Let me ask you something, yeah, so that you can tell me. The patient wants to have it done, uh, in our office, the specialist, and uh if it's gonna be covered, that's exactly what I need to know if it's gonna be covered if it's done in a doctor's office or will be covered if she has it done in a hospital or an outpatient facility.
[AGENT][NEUTRAL] OK, let's just verify those that place of service benefit bear with me just one moment.
[AGENT][NEUTRAL] I believe she does have the office treatment writer, but I do want to verify that, which would cover diagnostic testing in an office, but.
[AGENT][NEUTRAL] Bear with me just one quick moment.
[AGENT][NEUTRAL] Yes, she does have what's called the office treatment writer, which does cover procedures or treatments for diagnostic testing in a doctor's office when it is performed for a sickness or an injury.
[CUSTOMER][NEUTRAL] OK, so how do you call office treatment, how do you call them I'm sorry?
[AGENT][NEUTRAL] That benefit is the office treatment rider.
[AGENT][NEUTRAL] Now the visit would not be covered, but for any treatment or procedures in the office, we could consider that for benefits.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OCO proceed.
[AGENT][NEUTRAL] It's also covered in an outpatient, yeah, as well, but it is.
[AGENT][NEUTRAL] Covered in a doctor's office also.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mhm. OK, and what's your name again? And can you give me like a call reference number please?
[AGENT][NEUTRAL] Mhm. The call reference number is my name and today's date. I spell my name [PII].
[AGENT][POSITIVE] And it's been my pleasure to assist you with that benefit. Anything else I can help you with today?
[CUSTOMER][NEUTRAL] Mhm oh.
[CUSTOMER][POSITIVE] No, that will be it thank you so much I really appreciate it, OK?
[AGENT][POSITIVE] It's my pleasure to assist you, [PII]. Thank you for calling APL. I hope you have a wonderful afternoon.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.