AccountId: 011433970860
ContactId: 996d5f52-5ead-4d8d-bb6b-c3193ae1c3f4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 224580 ms
Total Talk Time (AGENT): 95982 ms
Total Talk Time (CUSTOMER): 38547 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/996d5f52-5ead-4d8d-bb6b-c3193ae1c3f4_20250121T19:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII]. I'm calling from Reed Health, and I'm trying to verify a patient's um eligibility and benefits.
[AGENT][NEUTRAL] OK, yes, ma'am, [PII].
[CUSTOMER][NEUTRAL] I don't know if they have any, but.
[AGENT][NEUTRAL] I can help you with that. Do you have your have the policy number?
[CUSTOMER][NEUTRAL] Yes, it's 02567206.
[AGENT][NEUTRAL] Thank you and do you have a callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you let me get that pulled up for you.
[AGENT][NEUTRAL] What's that patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] Thank you and you said you need eligibility and benefits.
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] OK, yes ma'am. This is a limited medical identity policy. It was effective [PII]. It is currently active.
[AGENT][NEUTRAL] And what is [PII] having done?
[CUSTOMER][NEUTRAL] Uh, she needs to be scheduled for an outpatient, um, nuclear bone scan.
[AGENT][NEUTRAL] OK, so let me see if that's covered.
[AGENT][NEUTRAL] Well
[AGENT][NEUTRAL] OK
[AGENT][MIXED] It does not look like that's covered. Um, she has an imaging test benefit.
[AGENT][NEUTRAL] But it only covers an MRI, CAT, um, thyroid, CT, and PET. And then under her advanced, um,
[AGENT][NEUTRAL] Study or follow-up test. It's just an angiogram, barium, myelogram, nuclear stress test, aiogram.
[AGENT][NEUTRAL] Um, upper GI, sleep study and then TEE.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right. And how do you spell your first name?
[AGENT][NEUTRAL] It's [PII] and that's spelled [PII] my [PII] is [PII].
[CUSTOMER][NEUTRAL] Alright, and do you have a reference number for today?
[AGENT][NEUTRAL] No, ma'am, you just use my name and today's date.
[CUSTOMER][POSITIVE] All right, thank you so much.
[AGENT][POSITIVE] You're so welcome, [PII]. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, not at this time, thank you.
[AGENT][POSITIVE] Right, thank you for thank you for calling APO you have a wonderful day.
[CUSTOMER][NEUTRAL] You too goodbye.
[AGENT][POSITIVE] Thank you, bye.