AccountId: 011433970860
ContactId: 9cd215d0-0542-495b-a9dd-e29821eec697
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 237009 ms
Total Talk Time (AGENT): 106613 ms
Total Talk Time (CUSTOMER): 108077 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/9cd215d0-0542-495b-a9dd-e29821eec697_20250613T16:35_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hello [PII]. Good morning. My name is [PII]. I'm calling from Center for Diagnostic Imaging in regards to a patient that's here. Um, I'm just trying to verify benefits and coverage.
[AGENT][NEUTRAL] OK, I can verify benefits for you. And [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] Um, policy number is.
[CUSTOMER][NEUTRAL] Um, 101,423,890.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] M as in Mike. L as in Larry, 8.
[AGENT][NEUTRAL] OK, thank you and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, um, [PII] I'm sorry [PII] and my extension would be [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thank you. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] I'm sorry, Patient's name is [PII]. Uh, date of birth of the patient is [PII]. I'm sorry.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, you're fine. Um, showing her affected dating. Oh my God. Oh, I've been like that all day. So and it's my birthday, so I understand.
[CUSTOMER][NEUTRAL] It's Friday and my, you know, my, my.
[CUSTOMER][POSITIVE] Oh my [PII], happy birthday.
[AGENT][NEUTRAL] Thank you. Um, I'm showing her effective date is [PII]. She is active on the plan and what benefits are needing for the patient?
[CUSTOMER][NEUTRAL] I got soup. I got chicken soup.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Now because
[CUSTOMER][NEUTRAL] Um, OK, so she has a $100 copay today for today's visit. I wanna make sure that we're, um, under the, um.
[CUSTOMER][NEUTRAL] That we would we would fall under your coverage.
[AGENT][NEUTRAL] And is this an um office visit or is this a procedure in an outpatient facility or outpatient visit?
[CUSTOMER][NEUTRAL] It's a procedure in an outpatient facility, um, it's an ultrasound that she's doing for today and a and a mammogram and uh, yeah, just a regular mammogram.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, not a guarantee of payment?
[CUSTOMER][NEGATIVE] She's just being charged for the ultrasound, unfortunately.
[AGENT][NEUTRAL] OK. Yeah, cause usually mammograms, if it's a wellness, is not covered under the plan, but ultrasound is, um, not a guarantee of payment, just a verification of coverage. So she has a benefit max up to $1000 per calendar year.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah it looks well that's ER.
[CUSTOMER][NEUTRAL] And she hasn't reached that yet, right?
[AGENT][NEUTRAL] Uh, let me double check.
[AGENT][NEUTRAL] Uh no, I don't sure if she's used any benefits for this year, so it is available.
[CUSTOMER][NEUTRAL] What's more.
[CUSTOMER][NEUTRAL] She hasn't used any of it.
[AGENT][POSITIVE] Alright, correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK and um can you run my tax ID by any chance?
[AGENT][NEUTRAL] Well, we don't have a network. It would just depend on if you're a network with a major medical.
[CUSTOMER][POSITIVE] Yes we are OK perfect.
[AGENT][NEUTRAL] Yes sir.
[AGENT][NEUTRAL] OK, and is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Um, just the reference number please.
[AGENT][NEUTRAL] Uh, you can use my name in today's date.
[CUSTOMER][NEUTRAL] What was your name?
[AGENT][NEUTRAL] [PII], last [PII] [PII]
[CUSTOMER][NEUTRAL] ID please?
[CUSTOMER][NEUTRAL] Insurance and ID.
[CUSTOMER][NEUTRAL] Your last initial is [PII]?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] Thank you. And today's date, OK, thank you so much, [PII]. You have a great day and happy birthday. Enjoy, enjoy your weekend, OK?
[AGENT][NEUTRAL] You're welcome. Mhm.
[AGENT][POSITIVE] Thank you so much and you too. Thanks for calling APL. Have a great weekend.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Mhm bye bye.
[AGENT][NEUTRAL] Bye.