AccountId: 011433970860
ContactId: e24e83f1-1d57-42e6-bdc6-1bc8aea4be5b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 175300 ms
Total Talk Time (AGENT): 82718 ms
Total Talk Time (CUSTOMER): 64832 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/e24e83f1-1d57-42e6-bdc6-1bc8aea4be5b_20250422T13:10_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APR. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. Uh, my name is [PII]. I'm calling from the agnostic Center of Miami. How are you doing today?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][POSITIVE] I'm doing well thank you for asking um I just need to obtain benefits and eligibility for one of my patients please can you help me with that?
[AGENT][NEUTRAL] I'm sure, [PII], I can assist you with benefits. Um, first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII] option 4.
[AGENT][NEUTRAL] Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] The policy number is 01719429 M like Mary L like Larry and the number 8 at the end.
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Remember's name is [PII], [PII].
[AGENT][NEUTRAL] OK, and just let me advise you that verification of coverage does not guarantee payment of claims. The effective date on this policy was [PII]. The policy is still active.
[AGENT][NEUTRAL] And is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Um, um.
[CUSTOMER][NEUTRAL] I am uh looking for uh office setting outpatient benefits.
[AGENT][NEUTRAL] OK, for services provided in the doctor's office?
[CUSTOMER][NEUTRAL] Mm, we had a free standing facility.
[AGENT][NEUTRAL] OK, for um
[CUSTOMER][NEUTRAL] But we be on a specialty radiology.
[AGENT][NEUTRAL] OK, with place of service 11?
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, for services provided in office, there's no coverage. Um, if this is for uh um an outpatient MRI facility, then that is covered under the outpatient benefit. And for outpatient, we cover up to 6600 per calendar year, and that's for the co-pay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][NEUTRAL] OK, $6600 right per calendar year.
[AGENT][POSITIVE] Yes, ma'am. That's correct.
[CUSTOMER][NEUTRAL] OK, perfect. And may I have, um, can you spell your name, please?
[AGENT][NEUTRAL] Um, it's spelled [PII] and my last initial is [PII], and my name and today's date is your reference number. Is there anything else I can assist you with?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Excellent. No, thank you so much. You have a great day, [PII]. Bye bye. Thank you.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling APR. bye.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.