AccountId: 011433970860
ContactId: d3280d7c-425f-4b82-bda3-b8cb5b41cff4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 100819 ms
Total Talk Time (AGENT): 42382 ms
Total Talk Time (CUSTOMER): 20546 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/2025/06/17/d3280d7c-425f-4b82-bda3-b8cb5b41cff4_20250617T19:47_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Mercy Hospital Fort Smith. I am needing to get benefits on a patient please.
[AGENT][NEUTRAL] All right, [PII]. Happy to check benefits. What is the patient's policy number? Do we have that?
[CUSTOMER][NEUTRAL] 02582808
[AGENT][NEUTRAL] Thank you. And then patient name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you. So patient is active. Effective date on here is [PII].
[CUSTOMER][NEUTRAL] OK, I just need to get benefits for an MRI please.
[AGENT][NEUTRAL] Alright, alright, let me take a look.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right, so the patient's plan is a limited benefit plan. It pays the set amount depending upon what they're being seen for. MRI's are listed under medical imaging test as a covered benefit. It pays $100 per test and it's a maximum of 1 per year.
[CUSTOMER][POSITIVE] OK, that's what I need to know. I appreciate it.
[AGENT][POSITIVE] You're welcome. Have a good day, [PII].
[CUSTOMER][NEUTRAL] Uh huh you too bye bye.
[AGENT][NEUTRAL] Bye