AccountId: 011433970860
ContactId: e81472ab-521e-4734-8bc8-c79af7ee4eca
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 291869 ms
Total Talk Time (AGENT): 108014 ms
Total Talk Time (CUSTOMER): 108369 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/e81472ab-521e-4734-8bc8-c79af7ee4eca_20250207T16:50_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Hello, hi. My name is [PII].
[CUSTOMER][NEUTRAL] I'm sorry, [PII], last initial [PII]. I'm calling regarding a patient coming in. I need your help with benefits.
[AGENT][NEUTRAL] No, you're fine.
[AGENT][NEUTRAL] OK, I can help you, Ms. [PII]. Uh, what's that policy number, please?
[CUSTOMER][NEUTRAL] OK, like
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, one second here.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I have ID number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] ID number.
[CUSTOMER][NEUTRAL] I'm gonna pick it out um.
[CUSTOMER][NEUTRAL] Hold on one minute, I'm trying to find the patient.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] I have ID number.
[CUSTOMER][NEUTRAL] 142287 ML 8.
[AGENT][NEUTRAL] Hm, sounds like it's missing. Give it to me one more time, Ms. [PII]. I'm sorry.
[CUSTOMER][POSITIVE] I like it.
[CUSTOMER][NEUTRAL] Um, let me just make sure you don't see there's a card on file. There's a card on file. Let me give it to you from the card. So the card is saying.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 0 1422287 ML 8.
[AGENT][NEUTRAL] OK, thank you. I was missing it too. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] do you
[CUSTOMER][NEUTRAL] [PII], that is correct.
[AGENT][NEUTRAL] OK, thank you. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] This is for one second here.
[CUSTOMER][NEUTRAL] For
[CUSTOMER][NEUTRAL] [PII], date of birth, nope, that's the station. I'm sorry. This is for
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I have too much of
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][POSITIVE] OK, thank you so much. Um, showing her effective date is [PII]. She is active on the policy and what benefits we're needing for the patient?
[CUSTOMER][NEUTRAL] Patient is coming in for an MRI of code 72141.
[AGENT][NEUTRAL] And it's gonna be in an outpatient hospital or imaging center?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, let's see, uh, not a guarantee of payment, just a verification of coverage. With this policy, we are secondary. We help with primary insurance deductible, co-pay and or co-insurance, and they have an outpatient benefit max of up to $2500 per calendar year.
[CUSTOMER][NEUTRAL] And the patient had that still available? Oh no, you just started, so I just wanna confirm.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Uh, you never know. Let me double check. Give me one moment.
[CUSTOMER][NEUTRAL] I know, right?
[AGENT][NEUTRAL] Some people waiting until the beginning of the year, which I understand.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 2
[AGENT][NEUTRAL] Uh, they haven't used any benefits or she hasn't used any of her benefits for this year, so it is available.
[CUSTOMER][NEUTRAL] And just to confirm, the PO box is the [PII]?
[AGENT][NEUTRAL] Uh, no, ma'am. Our address is changed. It's, uh, let me know when you're ready and give you the correct mailing address.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the payer ID?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][POSITIVE] And I am so sorry your name again.
[AGENT][NEUTRAL] Uh, [PII]
[CUSTOMER][NEUTRAL] And you can use the reference number for our call?
[AGENT][NEUTRAL] Uh, no, ma'am, but if you like, you may use my name at today's date.
[CUSTOMER][POSITIVE] Thank you, [PII], for all your help.
[AGENT][POSITIVE] Alright, you're welcome, Ms. [PII], and thank you for calling APL. Have a great weekend.
[CUSTOMER][NEUTRAL] You do the same.
[AGENT][POSITIVE] Mhm, you're welcome bye.