AccountId: 011433970860
ContactId: dcdf8e46-2df7-4448-83a7-41c6e9c08c6b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 186410 ms
Total Talk Time (AGENT): 61763 ms
Total Talk Time (CUSTOMER): 57451 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/dcdf8e46-2df7-4448-83a7-41c6e9c08c6b_20250327T20:26_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi this is [PII] with IHS radiology. I am calling to verify benefits for this patient and see what their um responsibility would be for ultrasound.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, [PII], I can help you with benefits. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, it is [PII] and that is a direct line.
[AGENT][NEUTRAL] OK, thank you. Do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Uh, yeah, let me flip to the other side of the card here.
[CUSTOMER][NEUTRAL] Looks like it is 02595600.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] First name is [PII], last name [PII], and date of birth is [PII].
[AGENT][NEUTRAL] OK, it's not a guarantee of payment basic outline of the policy. Is this an ultrasound in the doctor's office or is it like a freestanding facility or?
[CUSTOMER][POSITIVE] Free standing facility, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, let's see, let me pull up their policy. One moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, OK, so this is a supplemental policy. Um, I do show a diagnostic testing benefit. Let me see if ultrasound is under that benefit. Let me search for that real quick.
[AGENT][NEUTRAL] So, the only imaging tests that are allowed under this benefit, which pays $100 per test, would be for an MRI, CAT scan.
[AGENT][NEUTRAL] Or PET scan or a radioactive iodine uptake test.
[CUSTOMER][NEUTRAL] OK, so all the advanced stuff it sounds like, alright, um, OK, so this would not be covered, OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] All right, well then I guess I won't need to ask you the rest of it because
[CUSTOMER][NEUTRAL] If it's not covered there's not much more to go to it. Alright, um, perfect. If I can just get a call reference number for today and then I'll follow up with the patient.
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] A reference number would be my first name, [PII], last initial [PII]. Today's date.
[CUSTOMER][POSITIVE] OK perfect thank you so much for your help.
[AGENT][POSITIVE] All right, thank you, [PII], for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye.