AccountId: 011433970860
ContactId: c4892654-7876-44bb-be56-b8457d108909
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 163630 ms
Total Talk Time (AGENT): 83089 ms
Total Talk Time (CUSTOMER): 51218 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/c4892654-7876-44bb-be56-b8457d108909_20250602T15:06_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII] I'm calling to confirm benefits and eligibility.
[AGENT][POSITIVE] I'm sure [PII] can assist you with benefits. Um, first, I'll need a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] Yes, it is 02406717.
[CUSTOMER][NEUTRAL] M as in Monday. L as in Lima, 8.
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK. Thank you and just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII] and the policy is still active. Um, is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] It's for an office visit. It's for a PET scan.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] OK, I'm showing for diagnostic services. Also, when done in the office, um, it's covered under the outpatient benefit. So that's covered up to 1250 per calendar year for the co-pay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And do you cover the primary insurance with copay?
[AGENT][NEUTRAL] Um, yes, ma'am, for outpatient diagnostic services.
[CUSTOMER][NEUTRAL] OK, perfect. Alright, and there's no um authorization required for this insurance?
[AGENT][NEUTRAL] Um, no, ma'am. Not if it's covered um by the primary carrier. We go by the primary carrier's guidelines. Mhm.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] OK, perfect. Alright, um, that was everything. Can I just get your first name again and the first initial of your last name and then a call reference number?
[AGENT][NEUTRAL] I'm sure, [PII], you can use my name and today's date for the call reference number. My name is [PII]. It's spelled [PII] Last initial is [PII], and today's date, um for the reference number. Is there anything else I can assist you with?
[CUSTOMER][POSITIVE] Nope, that was everything. Thank you.
[AGENT][POSITIVE] OK, thank you again for calling APO. You have a great rest of your day. Mm bye.
[CUSTOMER][NEUTRAL] You as well. Bye.