AccountId: 011433970860
ContactId: a96bfe3d-2efc-4133-aa34-853ae67786b2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 203089 ms
Total Talk Time (AGENT): 89533 ms
Total Talk Time (CUSTOMER): 33530 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/a96bfe3d-2efc-4133-aa34-853ae67786b2_20250121T15:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, this is [PII] at the Imaging Center of Columbus. I'm calling um to get benefits and eligibility on a patient.
[AGENT][NEUTRAL] Yeah, I could check benefits and eligibility for you. I'm sorry, you said your name was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, uh, can I get a good call back number from me first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] All right, thank you for that. And [PII], do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, um, 982-075.
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] All right. And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that. Uh, so this policy is active. Effective date was [PII].
[AGENT][NEUTRAL] And this is a secondary medical policy. It is designed to help with co-pay, deductible and co-insurance after major medical pays. We we needing to look at the outpatient benefits?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and of course I will let you know verification of coverage is not a guarantee of payment for claims.
[AGENT][NEUTRAL] Let's see, bear with me just a moment.
[AGENT][POSITIVE] I am going to get the policy pulled up really quickly, so I apologize, um.
[AGENT][NEUTRAL] Because this is a bit of an older policy it's not quite telling me the frequency whether it's per calendar year, uh, so give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, so the outpatient benefits, so sorry about the wait. I appreciate your patience. It is uh $2800 max per covered person per calendar year.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] And they do have an outpatient uh deductible of $100 per calendar year.
[AGENT][NEUTRAL] I know the year just started, but I will go ahead and double check to see if any of that has been used.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, none has been used so far this year.
[CUSTOMER][POSITIVE] Alright, I got it. Thank you so much.
[AGENT][NEUTRAL] Yeah, was there anything else I could help you with?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] Alright, well thanks for calling APL Lisa. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you bye bye.