AccountId: 011433970860
ContactId: da8066e1-ffff-4a84-96a2-f8c1ff0e2b39
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 161250 ms
Total Talk Time (AGENT): 64956 ms
Total Talk Time (CUSTOMER): 53387 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/da8066e1-ffff-4a84-96a2-f8c1ff0e2b39_20250521T16:08_UTC.wav
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[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yeah, I just need to see if um a patient has.
[CUSTOMER][NEUTRAL] Uh, advanced radiology imaging benefits and if the prior office are required.
[AGENT][NEUTRAL] OK, I can verify benefits for you. And your name is?
[CUSTOMER][NEUTRAL] My name is [PII]. Last initial is [PII].
[AGENT][NEUTRAL] And Ms. [PII], what's that uh [PII] word policy number, please?
[CUSTOMER][NEUTRAL] Uh D like David.
[CUSTOMER][NEUTRAL] 437.
[CUSTOMER][NEUTRAL] 29287
[AGENT][NEUTRAL] Uh, it's not one of our policy numbers. Do you have the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Yeah it's [PII].
[CUSTOMER][NEUTRAL] Last name is [PII]
[AGENT][NEUTRAL] OK. And the date of birth? Oh, OK.
[CUSTOMER][NEUTRAL] And birthday.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] And I found the policy number on the card some of these.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't know who entered it so.
[AGENT][NEUTRAL] Oh no, wrong screen. Give me one moment, I'm sorry.
[AGENT][NEUTRAL] OK, and let's see.
[AGENT][NEUTRAL] Well, the patient's policy with our company does have a diagnostic benefit, but it only covers for MRI, CT or CAT scan.
[CUSTOMER][NEUTRAL] OK, yeah, so he's having this a CT. Can I verify if this particular one is covered?
[AGENT][NEUTRAL] If it's a CT scan, it is covered under the policy under their diagnostic benefit, um, not a guarantee of payment, just a verification coverage. The max benefit is up to $250 per calendar year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's kind of what I thought when I just wanted to double check.
[AGENT][NEUTRAL] All right. Well, is there anything else I can assist you with today, Ms. [PII]?
[CUSTOMER][POSITIVE] Nope, I think I'm good.
[AGENT][POSITIVE] Alright, well thank you for calling APL and you have a great day.
[CUSTOMER][POSITIVE] You as well thank you.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Bye bye.