AccountId: 011433970860
ContactId: ce2742c6-2c13-4285-b45a-019659956f91
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 183210 ms
Total Talk Time (AGENT): 74897 ms
Total Talk Time (CUSTOMER): 46553 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/ce2742c6-2c13-4285-b45a-019659956f91_20250207T14:36_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]. This is [PII] with Acumen. I have a patient that's at our center for a chest X-ray. Um, when they walked in, they, at time of scheduling, they just gave us their prime United Healthcare, and they walked in this morning and said, oh, I have a secondary too. So we're calling to see if it's active and if it covers the amount due from the primary.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, I can help you, um, [PII], what's the policy number?
[CUSTOMER][NEUTRAL] 02585365.
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, then.
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And her date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thanks for that, [PII]. So the policy effective date is [PII]. It is active at this time, and where would the X-ray be done? Is that outpatient facility?
[CUSTOMER][POSITIVE] We're, yes, outpatient free standing facility.
[AGENT][NEUTRAL] OK, so.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Give me one moment.
[AGENT][NEUTRAL] Alright, so the maximum outpatient benefit is is up to $2000 per covered person per calendar year.
[AGENT][NEUTRAL] And let's see if she's used any of that. She's the only person on the plan.
[AGENT][NEUTRAL] And uh
[AGENT][NEUTRAL] Uh, the none of the benefit has been used, so the total amount is available at this time.
[CUSTOMER][NEUTRAL] So we do not collect the time of service, you'll cover it, or do they?
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Yeah, so this policy at the secondary payer to the major medical plan, uh, we'll pick up any amount covered amounts applied towards the major medical deductible co-insurance and or co-pay amount up to 2000 per calendar year.
[CUSTOMER][NEUTRAL] May I have a reference number?
[AGENT][NEUTRAL] Uh-huh. My name and today's date, [PII].
[AGENT][NEUTRAL] ONYA and first initial last name is [PII] and any other questions Miss [PII]?
[CUSTOMER][POSITIVE] No thank you that'll be it thank you for your help.
[AGENT][POSITIVE] Uh, you're welcome. Thanks for calling APL. Have a good day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][NEUTRAL] Bye bye.