AccountId: 011433970860
ContactId: c58c8b31-c644-4e3a-a036-90f180e8715f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 189160 ms
Total Talk Time (AGENT): 86277 ms
Total Talk Time (CUSTOMER): 79580 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/c58c8b31-c644-4e3a-a036-90f180e8715f_20250110T14:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Uh, good morning. My name is [PII]. I'm calling from the agnostic Center of Miami. How are you doing today?
[AGENT][NEUTRAL] I'm fine. How are you?
[CUSTOMER][POSITIVE] I'm doing well thank you for asking. I just need to obtain benefits and eligibility for one of my patients please.
[AGENT][NEUTRAL] OK. Is this for service in a doctor's office?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] Outpatient benefits we are a free standing facility.
[AGENT][NEUTRAL] So one
[AGENT][NEUTRAL] OK. And spelling.
[CUSTOMER][NEUTRAL] For diagnostic test.
[AGENT][NEUTRAL] OK, thank you. Uh, what's spell your name for me?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, [PII] Can you spell your name uh for me as well, please?
[AGENT][NEUTRAL] Uh-huh. It's, it's [PII] and first initial of my last name is [PII]. And what's the policy number? Is that [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Perfect
[CUSTOMER][NEUTRAL] Yes, yes. You got, you got it? [PII] OK. 02255674 M. like Mary, L like Larry, and the number 8 and the N.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. OK. And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] option 4.
[AGENT][POSITIVE] Option 4, thank you.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Remember's name is [PII] [PII].
[AGENT][NEUTRAL] OK, thank you. So I'm showing an effective date of [PII].
[AGENT][NEUTRAL] Uh, the policy is active at this time, and you said this is for outpatient facility?
[CUSTOMER][POSITIVE] Yes, ma'am. You are correct.
[AGENT][NEUTRAL] What type of diagnostic test is it?
[CUSTOMER][NEUTRAL] Uh, for a breast complete ultrasound.
[AGENT][NEUTRAL] OK. Is it for a medical concern?
[CUSTOMER][NEUTRAL] Mhm, yes.
[AGENT][NEUTRAL] OK, OK, so the maximum outpatient benefit is up to $1000 per calendar year.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] The information provided is verification, not a guarantee of payment, and currently for this year I do not show any of that benefit used.
[CUSTOMER][NEUTRAL] OK, can I use your name and your initial of your last name like a reference number and today's date?
[AGENT][NEUTRAL] That is correct. First initial of my last name is [PII], and I was asking what type of diagnostic tests because this policy covers, uh, coverage services as it relates to an accident or a sickness. Wellness would not be covered. That's why I was asking what type of tests.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] For a diagnostic um breast, sorry, a breast complete ultrasound is considered like a diagnostic test. It is not on the preventive benefits.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] Correct. So you're fine.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Alright [PII] thank you so much you have a wonderful day and a wonderful and a wonderful weekend OK?
[AGENT][POSITIVE] Alright, [PII]. I have no other questions, thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You too bye.