AccountId: 011433970860
ContactId: ded43760-2cd4-4654-9cbb-e6d52c69fdef
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 78699 ms
Total Talk Time (AGENT): 35824 ms
Total Talk Time (CUSTOMER): 34147 ms
Interruptions: 0
Overall Sentiment: AGENT=3.2, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/ded43760-2cd4-4654-9cbb-e6d52c69fdef_20250609T19:50_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi [PII], I am trying to see um if you will cover an MRI deductible in our office that the patient is gonna have.
[AGENT][POSITIVE] I'd be happy to assist with the eligibility. May I have your first name please?
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] Sure, [PII] initial [PII]
[AGENT][POSITIVE] And [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Um, it is um 02587338 ML8.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, [PII] and date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII], and I do show, um, MRI would be covered under the outpatient calendar year max of $2500.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect, great. OK, thank you so much.
[AGENT][NEUTRAL] Was there anything else I could assist with today?
[CUSTOMER][POSITIVE] That's it, thank you.
[AGENT][POSITIVE] Thank you for calling APL you have a good day.
[CUSTOMER][NEUTRAL] You too.