AccountId: 011433970860
ContactId: d03c38c9-24d8-4d08-9e53-ded660c17c72
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 193009 ms
Total Talk Time (AGENT): 76197 ms
Total Talk Time (CUSTOMER): 70160 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/d03c38c9-24d8-4d08-9e53-ded660c17c72_20250305T14:13_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. This is Easy. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. I'm calling from a provider's office. Uh, my patients coming in for an MRI service. I needed to know her benefits with for that.
[AGENT][NEUTRAL] Um, yes, ma'am. I can assist you with benefits. Um, first, could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. My last name initial is [PII]
[CUSTOMER][NEUTRAL] My phone number is [PII].
[CUSTOMER][NEUTRAL] [PII] and that's extension [PII].
[AGENT][NEUTRAL] Thank you, [PII]. Now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] Yes, um, she gave me 023.
[CUSTOMER][NEUTRAL] 198.
[CUSTOMER][NEUTRAL] 61 ML 8.
[AGENT][NEUTRAL] OK. Thank you and just let me advise you that verification of coverage does not guarantee payment of claims. Um, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Yes, it's the independent [PII], [PII].
[AGENT][NEUTRAL] OK. Yes, ma'am. I'm showing the effective date on this policy was [PII]. The policy is still active and she does have a new policy number.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] That new policy number is 024.
[AGENT][NEUTRAL] 62806.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK. And then she'll be coming to an outpatient hospital um for that MRI so I just need to know what she's covered for that.
[AGENT][NEUTRAL] OK. Yes, ma'am. For outpatient services, we cover up to 2500 per calendar year and that's for the co-pay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][NEUTRAL] OK, has anything been used from those 2500?
[AGENT][NEUTRAL] Um, not so far this year.
[CUSTOMER][NEUTRAL] OK, who is the subscriber on file?
[AGENT][NEUTRAL] The subscriber, let's see.
[CUSTOMER][NEUTRAL] This
[AGENT][NEUTRAL] Or would you like to verify that information for you showing?
[CUSTOMER][NEUTRAL] Um, no, that was all as far as benefits. I just wanted to know who the subscriber was. Is it her mom, [PII]?
[CUSTOMER][NEUTRAL] Or her dad, [PII].
[AGENT][NEUTRAL] [PII] is the subscriber.
[CUSTOMER][NEUTRAL] OK, her father is a sister. Perfect. OK, so I'll just notate that. Um, what was your name again?
[AGENT][NEUTRAL] My name is [PII]. It's spelled [PII] and my last initial is [PII]. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] That was all for today. Can I have a reference number for this call?
[AGENT][NEUTRAL] You can use my name and today's date for the reference number.
[CUSTOMER][POSITIVE] Thank you and have a nice day.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling APL. Mm bye.