AccountId: 011433970860
ContactId: af537275-6f3f-4455-8d1c-507e3467d30a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125529 ms
Total Talk Time (AGENT): 51218 ms
Total Talk Time (CUSTOMER): 51206 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/af537275-6f3f-4455-8d1c-507e3467d30a_20250122T22:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, hi, uh, we have one of your patients that's coming to do an MRI at our facility and they have a gap insurance. Just wanted to see if there's, uh, benefits available.
[AGENT][POSITIVE] OK, may I have your name? I can check benefits for you.
[CUSTOMER][NEUTRAL] Um, what do you need the patient's name?
[AGENT][NEUTRAL] I need your name first please.
[CUSTOMER][NEUTRAL] Oh, my name, [PII]
[AGENT][NEUTRAL] OK, thank you, and your callback number if we are disconnected please.
[CUSTOMER][NEUTRAL] Uh, [PII], I'm sorry, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you so much. What's that policy number for the patient, please?
[CUSTOMER][NEUTRAL] Uh, it's a group number 80045.
[AGENT][NEUTRAL] I need the policy number, certificate number.
[CUSTOMER][NEUTRAL] Oh, the, the in, uh.
[CUSTOMER][NEUTRAL] Let me see, so I have an outpatient benefitser number.
[AGENT][POSITIVE] Yes, thank you.
[CUSTOMER][NEUTRAL] OK, 0246.
[CUSTOMER][NEUTRAL] 2236 M as in Mary, L as in Larry 8.
[AGENT][NEUTRAL] Thank you. And verify the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Yes, uh, patient is [PII]. Uh, his date of birth is [PII].
[AGENT][POSITIVE] OK, thank you so much for the test and you're calling for outpatient benefits for diagnostic. Give me one second.
[AGENT][NEUTRAL] OK, thank you so much for your patience. Please note verification of benefits provided does not guarantee payment. We will pay up to $750 per calendar day for covered services. Again, this pays on a per day max up to $750.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So 750 per day, OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Alright, uh, is there a reference number for this call?
[AGENT][NEUTRAL] No, but you can use my name [PII], last initial [PII], and today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK 25.
[CUSTOMER][POSITIVE] OK perfect thank you [PII].
[AGENT][POSITIVE] You're welcome, and thank you for calling APL. Have a great day bye.
[CUSTOMER][NEUTRAL] Bye bye.