AccountId: 011433970860
ContactId: cdee09bc-b856-47b1-bf0d-0951095543b3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 225610 ms
Total Talk Time (AGENT): 49093 ms
Total Talk Time (CUSTOMER): 56897 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/cdee09bc-b856-47b1-bf0d-0951095543b3_20250424T14:33_UTC.wav
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[CUSTOMER][NEUTRAL] Mm
[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Thanks for calling ATL. Hi [PII], good morning. I need to verify my patient's benefits, please.
[AGENT][NEUTRAL] OK. Can I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Yeah, my name is [PII] spelled [PII], last name initial [PII]
[CUSTOMER][NEUTRAL] My phone number is [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. Do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yes, that's 241.
[CUSTOMER][NEUTRAL] 936 8.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII] [PII].
[AGENT][NEUTRAL] Um, it looks like the policy term 10-1-2024. Let me see if there's anything else active.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yeah, they have a more recent policy. Can I give you that number?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] It's 255-6472.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 2556472
[AGENT][NEUTRAL] Yes, and that policy is effective [PII] currently active.
[AGENT][NEUTRAL] And you said you need benefits, is that right?
[CUSTOMER][NEUTRAL] Yes, patient coming in for MRI at outpatient hospital facility.
[AGENT][NEUTRAL] I know it's not a guarantee of payment basic outline of the policy. Uh, let's see what they have.
[AGENT][NEUTRAL] So they have a benefit of 8700 per covered person per calendar year.
[CUSTOMER][NEUTRAL] Has anything been used?
[AGENT][NEGATIVE] I'm sorry it's running just a bit slow.
[CUSTOMER][NEUTRAL] Yeah OK.
[AGENT][NEUTRAL] Uh, it doesn't look like they've used anything so far this year.
[CUSTOMER][NEUTRAL] OK, nothing has been used and obviously no offer required, right?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK, can I have a reference number for this call? That was all for today.
[AGENT][NEUTRAL] Um, it's just my name and today's date.
[CUSTOMER][NEUTRAL] You said [PII]?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] Awesome thank you have a nice day.
[AGENT][POSITIVE] Thanks for calling APL you as well.
[CUSTOMER][POSITIVE] Thank you, bye.