AccountId: 011433970860
ContactId: dea2b26c-f151-4d0c-b6f3-6e079ba4ad87
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 395989 ms
Total Talk Time (AGENT): 119497 ms
Total Talk Time (CUSTOMER): 97117 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/dea2b26c-f151-4d0c-b6f3-6e079ba4ad87_20250203T21:16_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good afternoon [PII]. My name is [PII] calling from Chase Virginia Medical Center. How are you today?
[AGENT][POSITIVE] I'm doing well. How are you doing today, [PII]?
[CUSTOMER][NEUTRAL] I'm doing well. I am calling on behalf of one of your members to verify her benefits and verify whether she requires an authorization for an ultrasound of the gallbladder, please.
[AGENT][NEUTRAL] OK, I can help you, Miss [PII], um, what is your callback number just in case your call our call is disconnected?
[CUSTOMER][NEUTRAL] Area code [PII]. I apologize for that.
[AGENT][NEUTRAL] You're welcome. That's fine. And for benefits, can I please get the patient's name?
[CUSTOMER][NEUTRAL] Last name for the patient is.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and what is the first name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and what is [PII]'s date of birth?
[CUSTOMER][NEGATIVE] What I'm gonna get because I think I want [PII], but I think I the wrong year.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] For [PII]. I know she's not [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] I apologize.
[AGENT][NEUTRAL] OK, so
[AGENT][POSITIVE] No, that's OK. You go ahead and take your time till you find it.
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. OK, thank you. And then what is her policy number?
[CUSTOMER][NEUTRAL] 02572273
[AGENT][NEUTRAL] OK, let me look her up real quick.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, I do show that someone that does have an active policy. Her effective date is.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And this is just to verify her coverage. It's not a guarantee of payment. This is a limited hospital indemnity plan.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And she has
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see again.
[AGENT][NEUTRAL] It's for accident or sickness.
[CUSTOMER][NEUTRAL] I'm sorry, I, I lost you there.
[AGENT][NEUTRAL] And she has.
[AGENT][POSITIVE] Ma'am, I'm sorry.
[CUSTOMER][NEGATIVE] I lost you for a minute. I lost you when you was trying to tell me what kind of plans she had.
[AGENT][NEUTRAL] Yes it's a limited indemnity plan for accident or sickness.
[AGENT][NEUTRAL] And you said that she's going to have what procedure done?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's an ultrasound she was evaluating in the order of that ultrasound of the liver right now. I mean of the gallbladder. I'm sorry.
[AGENT][NEUTRAL] Oh, OK, and is she going to have it done um in a physician's office?
[CUSTOMER][NEUTRAL] Today.
[CUSTOMER][NEUTRAL] No, at the hospital today.
[AGENT][NEUTRAL] At the hospital. OK, let's see.
[CUSTOMER][NEUTRAL] Uh mhm.
[AGENT][NEUTRAL] Is she gonna have it done as outpatient or inpatient?
[CUSTOMER][NEUTRAL] Outpatient.
[AGENT][NEUTRAL] Did you say outpatient?
[CUSTOMER][NEUTRAL] Outpatient, yes.
[AGENT][NEUTRAL] OK, alright, let me.
[AGENT][NEUTRAL] OK. I'm gonna pull her policy and I do see that she has diagnostic testing, but let me check to see what her policy says.
[CUSTOMER][POSITIVE] OK, no problem, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] She has a diagnostic exam amount of $100.
[CUSTOMER][NEUTRAL] So she will be responsible for this test.
[CUSTOMER][NEUTRAL] You only cover $100.
[AGENT][NEUTRAL] Right, it covers $100.
[CUSTOMER][NEUTRAL] And everything else she would be responsible.
[CUSTOMER][NEUTRAL] I don't think that she has any other.
[CUSTOMER][NEUTRAL] Mhm. OK.
[CUSTOMER][NEUTRAL] And do we have a reference number for our call?
[AGENT][NEUTRAL] Yes ma'am, you can use my name [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] In today's date
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And initial of your last name?
[AGENT][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] You said A?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Alright, thank you so much for your time. I really appreciate it you have a good day.
[AGENT][POSITIVE] Thank you. You have a good day too, Miss. [PII]. Thanks for calling APL.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye.