AccountId: 011433970860
ContactId: aa6c3332-31b3-4b4d-919e-3e9e6edfad45
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 133759 ms
Total Talk Time (AGENT): 75347 ms
Total Talk Time (CUSTOMER): 48280 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/aa6c3332-31b3-4b4d-919e-3e9e6edfad45_20250312T18:44_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] calling from Chris's Saint Michael's Peerage. I need to get benefits on a patient, please.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, and is this an office setting or outpatient facility?
[CUSTOMER][NEUTRAL] Outpatient hospital.
[AGENT][NEUTRAL] OK, and what's the policy number, [PII]?
[CUSTOMER][NEUTRAL] 02156200 and you say your name is, can you give me your name again?
[AGENT][NEUTRAL] [PII], first initial of my last name is [PII] and what's a good phone number [PII], in case we're disconnected?
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] is my direct line.
[AGENT][NEUTRAL] OK, thank you. And what's the patient's name and date of birth? Uh-huh.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Patient's name is [PII]. The date of birth [PII].
[AGENT][NEUTRAL] Alright, thanks for verifying that information. So we're checking eligibility and outpatient facility. I have that information for you. I'm showing an effective date of [PII]. This policy is active at this time and I'm showing the max.
[CUSTOMER][NEUTRAL] You said [PII]? I'm sorry.
[CUSTOMER][NEUTRAL] You said [PII]?
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The policy, uh, maximum outpatient benefit is up to $2400.
[AGENT][NEUTRAL] Per calendar year.
[AGENT][NEUTRAL] Any information provided is verification, not a guarantee of payment. I also show that there is a $100 outpatient deductible that would need to be satisfied.
[AGENT][NEUTRAL] And let me check to see if any of that has been used.
[AGENT][NEUTRAL] Um, I don't show any claims, uh, paid out for year [PII].
[CUSTOMER][NEUTRAL] OK, now can you tell me is uh authorization required.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] If the patient is having an MRI.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, authorization is not required and this policy is secondary to the primary insurance, mhm.
[CUSTOMER][NEUTRAL] Yes ma'am, yes ma'am. Can I get a call reference Ms. [PII]?
[AGENT][NEUTRAL] My name in today's date?
[AGENT][NEUTRAL] And did you have any other questions, [PII]?
[CUSTOMER][POSITIVE] No, that'll be all thank you very much.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a good day.
[CUSTOMER][POSITIVE] You too thank you bye bye.