AccountId: 011433970860
ContactId: da25a8b7-6abd-47ad-9436-27fb29a48eee
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 148529 ms
Total Talk Time (AGENT): 69203 ms
Total Talk Time (CUSTOMER): 109897 ms
Interruptions: 10
Overall Sentiment: AGENT=0.3, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/da25a8b7-6abd-47ad-9436-27fb29a48eee_20250122T19:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Thank you for calling APL.
[CUSTOMER][NEUTRAL] Hi good afternoon I was calling to verify my patient's benefits. She's coming in for an MRI service.
[AGENT][NEUTRAL] OK, yeah, I can check those benefits for you uh what was your name?
[CUSTOMER][NEUTRAL] OK, yeah, I can check those benefits for you. uh, what was your name? [PII].
[AGENT][NEUTRAL] OK, and [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] OK, I said can I take a good call back number from you in case we disconnected. [PII].
[AGENT][NEUTRAL] Thank you, do you have the policy number?
[CUSTOMER][NEUTRAL] Thank you. Do you have the policy number? Yes, I do. One second.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It says group number inpatient benefits certification number or outpatient benefit certification number, which one? OK, 024.
[AGENT][NEUTRAL] Either one of those
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 24711.
[CUSTOMER][NEUTRAL] ML 8.
[AGENT][NEUTRAL] All right, thank you. And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] Alright thank you and what was the name and date of birth? Um, it's the child on file, [PII] [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that. Uh, so this policy is active. It the date was [PII].
[CUSTOMER][NEUTRAL] OK, thank you for verifying that. Uh, so this policy is active. It the date was [PII].
[AGENT][NEUTRAL] Uh this is a secondary medical policy, it is designed to help with co-pay, deductible and co-insurance after major medical pays.
[CUSTOMER][NEUTRAL] Uh, this is a secondary medical policy. It is designed to help with co-pay, deductible and co-insurance after major medical cases.
[AGENT][NEUTRAL] Alright, bear with me just a moment.
[CUSTOMER][NEUTRAL] Bear with me just a moment.
[AGENT][NEUTRAL] Alright, and of course I will let you know verification of coverage is not a guarantee of payment for claims, so the outpatient benefit is $5500 per calendar year.
[CUSTOMER][NEUTRAL] Alright, and of course I will let you know verification of coverage is not a guaranteed payment for claims, so the outpatient benefit is $5500 per calendar year.
[AGENT][NEUTRAL] I know that you just started, but I will go ahead and check to see if any of that has been used.
[CUSTOMER][NEUTRAL] I know the year just started, but I will go ahead and check to see if any of that has been used.
[AGENT][NEUTRAL] Alright, none has been used so far this year.
[CUSTOMER][NEUTRAL] Alright, none has been used so far this year.
[CUSTOMER][NEUTRAL] And then no authors required, right?
[AGENT][NEUTRAL] Correct, as long as Major medical is willing to pay this policy can.
[CUSTOMER][POSITIVE] Correct, as long as major medical is willing to pay this public. Perfect. Alright, can I have a reference number for this call? That was all I needed.
[AGENT][NEUTRAL] Sure, reference number would just be my first name, last initial, and today's date, so my name is spelled K A R A. Last initial is A. Was there anything else I can help you with?
[CUSTOMER][POSITIVE] Your reference number would just be my first name, last initial, and today's date, so my name is spelled K A R A. Last initial is A. Was there anything else I can help you with? No thank you so much have a nice day. All right, thanks so much you too bye.
[AGENT][POSITIVE] Alright, thanks for calling APL you too bye bye.