AccountId: 011433970860
ContactId: e5f345ae-e397-4d4d-b4ca-581e1c8ac254
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 113639 ms
Total Talk Time (AGENT): 56379 ms
Total Talk Time (CUSTOMER): 34966 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/e5f345ae-e397-4d4d-b4ca-581e1c8ac254_20250317T16:39_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hey, my name is [PII] calling from Claremont.
[CUSTOMER][NEUTRAL] How to verify eligibility and benefits on a patient please.
[AGENT][NEUTRAL] OK, well, I can verify benefits and eligibility for you, Ms. [PII], and what is that policy number, please?
[CUSTOMER][NEUTRAL] It is 02606260.
[AGENT][NEUTRAL] OK, thank you, ma'am. Give me a moment. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] OK, thank you. And please verify that patient's name, date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, I so effective date of [PII] policy is active and what benefits are you needing for this patient?
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] Do you need a CPT code or just uh he's having a lumbar spine X-ray?
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] He has diagnostic benefits, but I don't believe it's covered. Give me one quick moment to pull up the policy, OK?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] Alright thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][MIXED] It's not covered. They, like I said, they do have a diagnostic benefit, but it covers for MRI, CT, CAT scan, PET scan, um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] But not for that procedure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Uh, covered alrighty thank you so much.
[AGENT][POSITIVE] You are welcome. And is there anything else I can assist you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] That's all.
[AGENT][POSITIVE] OK, thank you for calling APL. You have a great day.
[CUSTOMER][POSITIVE] Thanks you too.
[AGENT][NEUTRAL] Bye.