AccountId: 011433970860
ContactId: b7921d05-9594-452c-96f6-063dee2f6625
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 171229 ms
Total Talk Time (AGENT): 79691 ms
Total Talk Time (CUSTOMER): 105666 ms
Interruptions: 8
Overall Sentiment: AGENT=1.8, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/b7921d05-9594-452c-96f6-063dee2f6625_20250102T13:51_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Good morning. Thank you for calling APL. My name is [PII].
[CUSTOMER][NEUTRAL] Hi, and I'm calling from Stand up MRI. I have a patient that's coming in to do an MRI with us. I'm just trying to get um benefits and eligibility and see if it covers the deductible copays, coinsurance.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the benefits and eligibility. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][POSITIVE] Well, I'll be more than happy to help you with the benefits and eligibility. May I have your name and
[CUSTOMER][NEUTRAL] Sure, it's [PII] and it's um [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] 15493.
[AGENT][NEUTRAL] Is that the group number?
[CUSTOMER][NEUTRAL] Um, I think that's the policy number. Give me one second, let me see. Oh yeah, no, that is the group number. Uh, let me see, policy number.
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] Oh, it's OK. I'm in the group. What's the member's name?
[CUSTOMER][NEUTRAL] Oh, it's OK. I'm what's the member's name? Sure, it is [PII].
[AGENT][NEUTRAL] I need it, hold on one second.
[AGENT][NEUTRAL] Here it is.
[AGENT][NEUTRAL] And this is for her medical policy?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, this is it.
[AGENT][NEUTRAL] OK, I believe I have it here. I just need you to verify her date of birth.
[CUSTOMER][NEUTRAL] OK, I believe I have it here. I just need you to verify her date of birth. [PII]?
[AGENT][NEUTRAL] Yeah, this is it. OK, so the policy number is 185.
[CUSTOMER][NEUTRAL] OK, so the policy number is 185.
[AGENT][NEUTRAL] 779 1.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the policy has been active since [PII].
[CUSTOMER][NEUTRAL] [PII]. OK.
[AGENT][NEUTRAL] And let me see for the benefits.
[AGENT][NEUTRAL] And all the information provided is a verification of benefits, not a guarantee of payment. I'm just waiting for them to populate so I can see. You said it's for MRI, right?
[CUSTOMER][NEUTRAL] And all the information provided is a verification of benefits, not a guarantee of payment. I'm just waiting for.
[CUSTOMER][NEUTRAL] Not a problem. Yes, it's for MRI, so she, her primary insurance does have a deductible, so I'm just trying to find out if that covers it.
[AGENT][NEUTRAL] Yes, so this is her secondary policy, so we do pay towards the copay, deductible and co-insurance after primary. Um, let me see what their max is for outpatient. Hold on one second.
[CUSTOMER][NEUTRAL] Yes, so this is her secondary policy, but we can.
[CUSTOMER][NEUTRAL] Deductible
[CUSTOMER][NEUTRAL] primary what for.
[CUSTOMER][POSITIVE] Not a problem.
[AGENT][NEUTRAL] And it looks like it's a calendar year and it's a calendar year plan and the max for outpatient is $7900 per year.
[CUSTOMER][NEUTRAL] It looks like it's a calendar year and it's a calendar year plan and the max for outpatient is $7900 per year. OK, perfect.
[CUSTOMER][POSITIVE] Max is 7000. OK, perfect.
[AGENT][NEUTRAL] All right, well, was there anything?
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're welcome. Was there anything else I could assist you with today?
[CUSTOMER][NEUTRAL] You're welcome. Was there anything else I could?
[CUSTOMER][NEUTRAL] No, that would be all.
[AGENT][POSITIVE] Alright, [PII], well, thank you so much for calling APL and [PII].
[CUSTOMER][POSITIVE] Alright well thank you so much for calling APL and [PII]. You as well bye bye.
[AGENT][POSITIVE] Thank you, bye bye.