AccountId: 011433970860
ContactId: e58b5dd2-458c-490e-8a2e-6af7741f00ce
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 172250 ms
Total Talk Time (AGENT): 62732 ms
Total Talk Time (CUSTOMER): 64794 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/e58b5dd2-458c-490e-8a2e-6af7741f00ce_20250421T20:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], I've got a provider on the back line that's wanting to verify an insured's outpatient benefit if they have any remaining for this calendar year. They're getting an MRI done.
[AGENT][NEUTRAL] Hi.
[AGENT][NEUTRAL] OK, I can
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The provider's name is [PII], and the callback number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] The policy number is 256-582-5 on a [PII] and everything's been verified.
[AGENT][POSITIVE] I'm ready for [PII] or for him.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] There they go. Thank you.
[AGENT][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, uh, my name's [PII] with the Royal Baptist. Um, I have a patient here by the name of [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I was calling because he has an MRI with us.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I wanted to know his uh outpatient benefits and if he's active, the APO is active.
[AGENT][NEUTRAL] OK, of course. OK, I can assist with that, [PII], thank you. Now the policy, excuse me, shows effective as of [PII]. This policy shows active and for outpatient diagnostic, give me one moment please sir.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you so much. Please note verification of benefits provided does not guarantee payment. The outpatient max for the calendar year for all covered outpatient services is 8500.
[AGENT][NEUTRAL] I can check to see if anything has been accumulated towards that if you would like.
[CUSTOMER][POSITIVE] Yes, absolutely.
[AGENT][NEUTRAL] OK, one moment please.
[AGENT][NEUTRAL] The member has not accumulated anything towards the outpatient max for this year.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, uh, can I get your name and uh call reference number please?
[AGENT][NEUTRAL] OK, we do not use call reference numbers, but please use my name [PII]. My last initial is [PII], and today's date.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] OK, anything else I can help you with, [PII]?
[CUSTOMER][NEUTRAL] That'll be
[CUSTOMER][NEUTRAL] It's quite a bit
[AGENT][POSITIVE] OK, thank you for calling APL. Take care bye.