AccountId: 011433970860
ContactId: a3e35e22-058c-4d2d-b254-1448f6c3ea01
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 184169 ms
Total Talk Time (AGENT): 67419 ms
Total Talk Time (CUSTOMER): 55094 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/a3e35e22-058c-4d2d-b254-1448f6c3ea01_20250122T13:55_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Acumen. I have a patient coming in. I need help with benefits.
[AGENT][NEUTRAL] OK, I can help you, [PII]. Um, is this in office or outpatient facility?
[CUSTOMER][NEUTRAL] It's outpatient.
[AGENT][NEUTRAL] Outpatient facility?
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] Or in a doctor's office.
[CUSTOMER][NEUTRAL] Oh well, we allow an office to code 11 with no office visit co-pay. We're a radiology, we're a diagnostic imaging company.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Diagnostic, OK. And what's the um policy number, [PII]?
[CUSTOMER][NEUTRAL] 02415262 ML8
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]. That is correct.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] This one is for [PII] Date of birth.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Thank you for that. I'm showing an effective date of [PII]. Uh, the policy is active at this time.
[AGENT][NEUTRAL] And one moment.
[AGENT][NEUTRAL] OK, so the physician's co-pay is not covered, but this policy does have a treatment writer and you said it's diagnostic testing?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and so the maximum outpatient benefit is up to $250 and that's per calendar day.
[AGENT][NEUTRAL] And information provided is verification, not a guarantee of payment? And did you have any other questions, Ms. [PII]?
[CUSTOMER][NEUTRAL] Uh, no, all I need now, [PII] is a reference number and I'm all done.
[AGENT][NEUTRAL] All right, you'll use my name and today's date is your reference, [PII] and first initial of my last name is [PII]. Any other questions?
[CUSTOMER][POSITIVE] No, that is all. Thank you so much for all your help.
[AGENT][POSITIVE] Alright, thank you for calling APL have a good day.
[CUSTOMER][NEUTRAL] Before I let you go, I might have a patient that's in the office. Give me one second.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] Oh, no, that's the same patient. Thank you so much.
[AGENT][POSITIVE] OK, you're welcome. Thanks for calling APL. Have a good day, [PII].