AccountId: 011433970860
ContactId: cd25c9de-9761-49b7-808c-c3b3df49b0ca
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 168979 ms
Total Talk Time (AGENT): 53569 ms
Total Talk Time (CUSTOMER): 48598 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/cd25c9de-9761-49b7-808c-c3b3df49b0ca_20250513T14:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, good morning. Uh, my name is [PII]. It's [PII] last [PII] Just calling to verify eligibility and benefits for patients.
[AGENT][POSITIVE] OK, sure, I can help you with eligibility and benefits. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] And do you have the policy number for that patient?
[CUSTOMER][NEUTRAL] Yep, it's 02266069 uh the letter M letter number 7.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] For [PII], it's [PII].
[AGENT][NEUTRAL] OK, I showed this policy number terminated. Let me see if there's a current one.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yes, I do have a current policy. Let me give you that number. It's 255.
[AGENT][NEUTRAL] 648 9.
[CUSTOMER][POSITIVE] Perfect. Thank you.
[AGENT][NEUTRAL] Uh, this policy is effective and active [PII].
[AGENT][NEUTRAL] And are you needing outpatient benefits?
[CUSTOMER][NEUTRAL] Yeah, the patient's coming for a PET scan. It is an outpatient radiology center.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It's not a guarantee of payment, basic outline of the policy. Let me get that pulled up. One moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, so for this policy, they have 8700 per covered person per calendar year payable after primary processes the claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And um no prior authorization or anything like that required, right?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][POSITIVE] All right. Thank you so much. Um,
[CUSTOMER][NEUTRAL] Is there a reference number for the call?
[AGENT][NEUTRAL] Uh, reference number is just my name, [PII], first initial to last name [PII], and today's date. Can I help with anything else today?
[CUSTOMER][POSITIVE] No, ma'am, that was all. Thank you so much. Have a great day.
[AGENT][POSITIVE] Thanks for calling APL you as well. Bye bye.