AccountId: 011433970860
ContactId: d29a33c4-d171-47a2-b57d-a6f5bf552b57
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 196369 ms
Total Talk Time (AGENT): 70524 ms
Total Talk Time (CUSTOMER): 57873 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/d29a33c4-d171-47a2-b57d-a6f5bf552b57_20250328T17:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. My initial last is [PII], and I'm calling from provider's office to get the benefit for a member.
[AGENT][NEUTRAL] OK, [PII], I can help you with benefits. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Do you have the policy number for the patient?
[CUSTOMER][NEUTRAL] Yeah, sure. It is 01912871. I'm [PII].
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And you needed benefits, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, this is not a guarantee of payment. It's a basic outline of the policy. I've got his policy effective [PII]. It's active.
[AGENT][NEUTRAL] And is this for outpatient services?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 4 CT scan.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] For the CT scan,
[AGENT][NEUTRAL] Uh, CAT scan? OK, CT scan, yes, OK, hold on one moment.
[AGENT][NEUTRAL] Um, pulling up his benefits.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So he has an outpatient benefit that will pay $500 per calendar day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And what's the members plan type?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] What's the member's plan type?
[AGENT][NEUTRAL] This is a secondary policy, so we will need the primary explanation of benefits when you file the claim.
[CUSTOMER][NEUTRAL] No, no, what's the plan name?
[AGENT][NEUTRAL] The plan name or Medlink SSM.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It is [PII]. Like, can you please spell out your name for me?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yes, it's [PII]. It's [PII] My last initial is [PII].
[AGENT][NEUTRAL] And then today's date will be the reference number. So my, my first name, last initial, today's date.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you for giving that information.
[CUSTOMER][POSITIVE] That's all for the day. Have a great day. Bye-bye for now.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a good weekend.