AccountId: 011433970860
ContactId: d348189b-c85e-4b5e-8d1a-20dab68c5524
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 537969 ms
Total Talk Time (AGENT): 174111 ms
Total Talk Time (CUSTOMER): 132885 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/d348189b-c85e-4b5e-8d1a-20dab68c5524_20241230T15:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] initially, S like [PII]. I needed to check a preset information for the, uh, with the policy needs to research for an MRI.
[AGENT][NEUTRAL] OK, I didn't get your name. Can you spell it for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And what's the policy number, [PII]?
[CUSTOMER][NEUTRAL] Um, yeah, the policy number is D as in Delta 42005319.
[AGENT][NEUTRAL] Do you have a copy of the ID card? Our number will start with a 0. It's a policy certification number.
[CUSTOMER][NEUTRAL] Um, no, I don't have. Can I give you the patient's name and date of birth?
[AGENT][NEUTRAL] Spell the name first and last please.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] [PII], [PII] Last name [PII], [PII]
[AGENT][NEUTRAL] Date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] I'm still searching for the policy number. Give me a moment please.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] But.
[CUSTOMER][NEUTRAL] Hey
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] And this
[AGENT][NEUTRAL] I'm not showing a [PII]. What number did you dial, [PII]?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and so the extension um to select is uh uh select is option one you selected option 2, so let me get you transferred back over to that location which is 90 degrees.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me one moment and it's option one.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me a second.
[AGENT][NEUTRAL] And did you have any other questions before we get you transferred?
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] Alrighty thank you for calling APL have a good day and one moment please.
[CUSTOMER][NEUTRAL] He, he was.
[CUSTOMER][NEUTRAL] Thank you for calling 90 Degree Benefits, the administrator for benefits in a card members. Please select from the following options.
[CUSTOMER][NEUTRAL] 90 Degree Benefits. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII]. How are you?
[CUSTOMER][POSITIVE] Hi, I'm good how are you?
[AGENT][POSITIVE] Good. I have provider's office, uh, speaking with [PII] on the phone for benefits.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, it's for a [PII].
[AGENT][NEUTRAL] Uh, [PII]. Oh, yes. How did you know?
[CUSTOMER][NEUTRAL] Worker.
[CUSTOMER][NEUTRAL] I just talked to her.
[AGENT][NEUTRAL] What did you tell her?
[CUSTOMER][NEUTRAL] She's needing MRI benefits.
[AGENT][NEUTRAL] Yeah, I cannot find this person in our system. She gave me [PII] and then [PII]. Is that what you have?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] FOR [PII] FOR.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII]
[AGENT][POSITIVE] I got it. OK, thank you.
[CUSTOMER][POSITIVE] All right. You're welcome. Have a good day.
[AGENT][NEUTRAL] All right. Bye-bye.
[CUSTOMER][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] [PII], thank you for holding. Can you spell the patient's last name again for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, because I think you've already called that location. I had [PII], so I did locate the patient. One moment.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And you are a medical provider?
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Are you a medical or dental provider?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Medical.
[AGENT][NEUTRAL] OK, and what state does the patient reside?
[CUSTOMER][NEUTRAL] Yes, one moment.
[CUSTOMER][NEUTRAL] One
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Um, address, um, I have OK.
[CUSTOMER][NEUTRAL] You can continue.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]? OK, thank you.
[CUSTOMER][NEUTRAL] right
[AGENT][NEUTRAL] OK, so I have the policy number. Let me know when you're ready for that number.
[CUSTOMER][NEUTRAL] Just one quick moment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, your name again?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Uh, yeah, one moment.
[CUSTOMER][NEUTRAL] Uh, policy number, the correct policy number is, go ahead.
[AGENT][NEUTRAL] The policy number is 181.
[AGENT][NEUTRAL] 4655.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And were you asking for my name?
[CUSTOMER][NEUTRAL] No, I got that. And just wanna know if it's active and, and then, and whether an MRI will require a research.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so benefits for uh MRI one moment. The policy is currently active. I'm showing an effective date of [PII].
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, so I do show that that an MRI is covered under the patient's policy and that benefit.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Is up to $100.
[CUSTOMER][NEUTRAL] And 3
[AGENT][NEUTRAL] Per day
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] A maximum of one day per calendar year per covered person.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And I'll check history to verify if that has been met or not. One moment.
[AGENT][NEUTRAL] Uh, for [PII], I do not show that the imaging benefit has been, um, met, so that $100 is available for [PII]. And of course, the information provided is verification, not a guarantee of payment, [PII]. And did you have any further questions?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] So no pres research required, right? No.
[AGENT][POSITIVE] No pre-cert is required. That's correct.
[CUSTOMER][NEUTRAL] Thank you. Can I get the call reference number?
[AGENT][NEUTRAL] Uh-huh. You'll use my name and today's date is your reference. It's [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] And first initial of my last name is [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] As in [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Well. Thank you [PII]o much and I hope you have a beautiful day and happy holidays. Take care. Bye-bye. Thanks.
[AGENT][POSITIVE] You're welcome, [PII]. Thanks for calling ATS. Have a good day.
[AGENT][NEUTRAL] Bye bye.