AccountId: 011433970860
ContactId: b7c9f454-285d-4c67-bfa2-23ac80622a4a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 116199 ms
Total Talk Time (AGENT): 55062 ms
Total Talk Time (CUSTOMER): 37379 ms
Interruptions: 0
Overall Sentiment: AGENT=-0.6, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/b7c9f454-285d-4c67-bfa2-23ac80622a4a_20250130T16:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from MRI scan Center trying to verify a policy for a patient.
[AGENT][NEUTRAL] I'm sure, [PII], I can assist you with benefits. Um, first, I'll need to go callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] 01887294
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] And just let me advise you that verification of coverage does not guarantee payment of clients. Um, the effective date on this policy was [PII]. The policy is still active. Um, is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] It's outpatient radiology in office.
[AGENT][NEUTRAL] OK, for outpatient, we cover up to 4000 per calendar year and that's for the co-pay, the co-insurance, and the deductible after the primary insurance processes declined.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And has the patient used their benefit this year?
[AGENT][NEGATIVE] Um, so far, none of the benefits been used.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Good. Perfect. And do I just use your name for reference for our call?
[AGENT][NEUTRAL] Um, my name and today's date. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] That will be it. Have a wonderful afternoon.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling APL. Mm bye.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.