AccountId: 011433970860
ContactId: dc60b1e1-7b29-429f-b5cf-876c06894b07
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 153520 ms
Total Talk Time (AGENT): 61923 ms
Total Talk Time (CUSTOMER): 53935 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=3.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/dc60b1e1-7b29-429f-b5cf-876c06894b07_20250107T16:08_UTC.wav
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[AGENT][NEUTRAL] Good Morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Good morning. So my name is [PII] here at Memorial Hospital Preservices. Just wanted to verify benefits, um.
[CUSTOMER][NEUTRAL] I just want to verify eligibility with you for a member.
[AGENT][NEUTRAL] OK, sure, I can assist you with the eligibility or benefits, Mr. [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII], no extension.
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Let me see, 231-280-3.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[AGENT][POSITIVE] OK, perfect. Thank you. And what type of service is being rendered for benefits, Mr. [PII]?
[CUSTOMER][NEUTRAL] Um, it's an MRI being rendered?
[AGENT][NEUTRAL] OK. All right. Outpatient facility?
[CUSTOMER][POSITIVE] Correct, exactly.
[AGENT][NEUTRAL] OK. All right. And this is not a guarantee of payment, just the verification of coverage and that's just a disclaimer. We have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plan to the major medical and we have an outpatient maximum of 5000 per covered person per calendar year.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][POSITIVE] Perfect, just a moment, let me add that to the notes.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] Alright, thank you for the assistance and the information today, so you've answered all my questions, comments, concerns. Can you provide me a reference number for this call, please?
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] We don't have reference numbers, Mr. [PII]. You can use my name in today's date if you will. Do you need the spelling of my name or any other information?
[CUSTOMER][POSITIVE] No, that's fine again thank you for the assistance and the information have a wonderful day.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] US no Mr. [PII], thank you for calling APO bye bye.
[CUSTOMER][NEUTRAL] Bye.