AccountId: 011433970860
ContactId: 9aa71c7a-07c6-489d-85bd-7aa604f860e8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 263970 ms
Total Talk Time (AGENT): 63622 ms
Total Talk Time (CUSTOMER): 129446 ms
Interruptions: 2
Overall Sentiment: AGENT=0.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/9aa71c7a-07c6-489d-85bd-7aa604f860e8_20250123T14:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Oh, great. I got [PII] again. Hey, this is [PII] with Prince. Yes, yes. So, um, the only thing I need to do is just get because um a reference number because he doesn't have outpatient benefits and it's still outpatient.
[AGENT][NEUTRAL] Hey. Yes. Uh-huh, I remember you.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Oh, so it's gonna be done in a facility?
[CUSTOMER][NEUTRAL] Saying that he does.
[CUSTOMER][NEUTRAL] It's um hard to explain. While the facilities are doing it um in-house.
[CUSTOMER][NEUTRAL] The, uh, I can't even explain the way she just explained it to me. Um, it's still gonna be hospital hospital outpatient, even though the physicians are still doing them in the hospital, if that makes sense. And this just changed like the first year. I'm like, OK.
[AGENT][NEUTRAL] OK. Give me the
[AGENT][NEUTRAL] OK. OK. Give me, give me that policy number again.
[CUSTOMER][NEUTRAL] Yes, um, let's see this, uh, hold up, too many people pulled up here. 024466667.
[AGENT][NEUTRAL] OK, and what's the phone number for you in case we're disconnected?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, let me pull that up and get the patient verified again.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you said that you needed a reference number for the call?
[CUSTOMER][NEUTRAL] Yeah, stating, so, um, stating that he doesn't have hospital operations.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You'll use my name in today's date as reference for today's call [PII]
[AGENT][NEUTRAL] And then first initial of my last name is [PII] and give me one moment. I'm gonna pull the policy up again. I was in the middle of it when we were talking before.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, sure.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, so outpatient facility is not covered by this plan. I was just double checking.
[CUSTOMER][NEUTRAL] Yes, OK, thank you. OK, then that is changing and it's just that would be all.
[AGENT][NEUTRAL] Anything else?
[AGENT][NEUTRAL] How did they use, how did they used to do it?
[CUSTOMER][NEUTRAL] Um, we used to not even add radiology, um, charges, but um as of [PII] this year, um, two of our hospital locations, they're, um, it's changing to where we just do PB charges, but it's still.
[CUSTOMER][NEUTRAL] In the hospital outpatient, if I'm making any sense.
[AGENT][NEUTRAL] You said PB. What does that mean?
[CUSTOMER][NEUTRAL] Oh, I'm sorry, physician. everybody doesn't know what I'm talking about. I'm just so used to it. It's just, I know what to do. It's just hard for me to explain it. Yeah, OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] No, no, I understand what you're saying. I understand.
[CUSTOMER][NEUTRAL] Yeah, OK then.
[AGENT][NEUTRAL] All right, any other questions, Ms. [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, you've been very helpful. Thank you so much, [PII]. Have a great day.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a good day as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK alright bye bye.