AccountId: 011433970860
ContactId: d2ef1523-48e5-4761-a47a-2d15d14aae2d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 195110 ms
Total Talk Time (AGENT): 60369 ms
Total Talk Time (CUSTOMER): 105023 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/d2ef1523-48e5-4761-a47a-2d15d14aae2d_20250305T16:19_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Hi, uh, yes, this is [PII]. We're calling, um, for, uh, for a patient cause we wanna, um, know how much, um, cause she wants to do an MRI.
[CUSTOMER][NEUTRAL] And we're calling to see how much she has of in the gap left.
[AGENT][NEUTRAL] OK, well, I can verify benefits for you and [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] Uh, the callback?
[AGENT][NEUTRAL] Policy number.
[CUSTOMER][NEUTRAL] Oh, policy number, sorry, um, it's gonna be.
[CUSTOMER][NEUTRAL] No, OK, give me one second.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, OK, so it's gonna be 02.
[CUSTOMER][NEUTRAL] 59
[CUSTOMER][NEUTRAL] 5299
[CUSTOMER][NEUTRAL] ML 8
[AGENT][NEUTRAL] OK, thank you. And do you have a callback or what is the callback number, please?
[CUSTOMER][NEUTRAL] Callback number is gonna be [PII].
[CUSTOMER][NEUTRAL] [PII], sir.
[AGENT][POSITIVE] OK, thank you so much. And verify that patient's name, date of birth.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Uh, patient's name is [PII].
[CUSTOMER][NEUTRAL] And the date of birth, let's see right now.
[CUSTOMER][NEUTRAL] It's um [PII].
[AGENT][NEUTRAL] OK, uh, so effective date of [PII] policy is active. And you say you're calling for benefits for MRI or if they have any benefits remaining.
[CUSTOMER][NEUTRAL] Right, yeah, like we, um, we want to, she's asking, uh, how much gap she has left.
[AGENT][NEUTRAL] And this is for outpatient, correct?
[CUSTOMER][NEUTRAL] For the procedure. Yes.
[AGENT][NEUTRAL] OK, um, not
[CUSTOMER][POSITIVE] We're the center that's gonna provide them right for her.
[AGENT][NEUTRAL] OK, uh, not a guarantee of payment, just a verification of coverage. The insured has a benefit max of up to $500 per calendar day of what primary applies towards deductible, co-pay, or co-insurance.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] The 500.
[AGENT][NEUTRAL] Per calendar day.
[CUSTOMER][NEUTRAL] uh
[CUSTOMER][NEUTRAL] Per calendar day. OK. Uh, and then, uh, the MRI is covered under
[CUSTOMER][NEUTRAL] Her insurance, right? Just to make sure.
[AGENT][NEUTRAL] Yes, if performed in an outpatient facility, it is covered under the policy.
[CUSTOMER][NEUTRAL] OK. Yeah, that's, we would just, all we needed to double-check.
[CUSTOMER][NEUTRAL] OK, let me see if they, if we need anything else. I think it's a photo uh this in case OK, no, yeah, that's it. Just wanted to call to make sure.
[AGENT][POSITIVE] OK, uh thank you for calling APL. Have a great day, [PII].
[CUSTOMER][POSITIVE] Likewise, have a good one. Bye.
[AGENT][NEUTRAL] Bye.