AccountId: 011433970860
ContactId: a8c5b922-3cee-4dd5-ad0a-41c22d3727b7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 211759 ms
Total Talk Time (AGENT): 80423 ms
Total Talk Time (CUSTOMER): 86208 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/a8c5b922-3cee-4dd5-ad0a-41c22d3727b7_20250203T23:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Oh, I'm so sorry. You caught me in the middle of a good yawn. I'm so sorry.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][POSITIVE] I'm so ready for this day to be over.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] I'm so sorry.
[AGENT][POSITIVE] Great.
[AGENT][NEUTRAL] Right
[CUSTOMER][NEUTRAL] My name is, is [PII]. I'm calling from American Health Imaging. I'm calling to verify coverage for a patient that we have scheduled.
[AGENT][NEUTRAL] OK, I can help you with a bridge, Miss [PII], can you please give me your call back number just in case our call is connected.
[CUSTOMER][NEUTRAL] Uh yes, ma'am. It is [PII].
[AGENT][NEUTRAL] You so much. And what is the pain?
[CUSTOMER][NEUTRAL] Um, so, uh, and now the line is kinda cutting in and out really bad, but if I think I heard you correct, this is going to be for diagnostics and the member ID is 02.
[AGENT][NEUTRAL] I don't know.
[CUSTOMER][NEUTRAL] 593404
[AGENT][NEUTRAL] Thank you. And then what is the um patient's name?
[CUSTOMER][NEUTRAL] Patient's name is [PII] and the DOB is [PII].
[AGENT][NEUTRAL] OK, let me look him up real quick.
[AGENT][POSITIVE] OK, I do show that [PII] does have an active policy.
[AGENT][NEUTRAL] The effective date is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And this is a supplemental insurance policy that's billed secondary to the primary it's a gap insurance that helps with deduct.
[AGENT][NEUTRAL] co-pay and co-insurance. He has an inpatient benefit amount of 3 $3000.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] per calendar year and then he also has an outpatient benefit per calendar day of $1500.
[AGENT][NEUTRAL] And that goes towards deductible, co-pay or coin insurance.
[CUSTOMER][NEUTRAL] $1,0005.
[CUSTOMER][NEUTRAL] Per day. OK.
[CUSTOMER][NEUTRAL] All [PII]. Um, and I guess that's, so I guess because it's a supplemental plan, then no precert is required.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] All right, perfect. Um, can I get a reference number for this call then please, ma'am?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, you can use my name. It's [PII], and today's date.
[CUSTOMER][POSITIVE] Perfect. Sounds good. Thank you, ma'am. I appreciate your help.
[AGENT][POSITIVE] Well, I appreciate you calling Miss [PII]. You have a good rest of your night and thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you, ma'am. You as well.
[AGENT][NEUTRAL] All right, bye-bye.
[CUSTOMER][NEUTRAL] Bye-bye.