AccountId: 011433970860
ContactId: e9942206-5b89-4c8c-a4d8-ac1bc9a2bef3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 283119 ms
Total Talk Time (AGENT): 72907 ms
Total Talk Time (CUSTOMER): 55215 ms
Interruptions: 3
Overall Sentiment: AGENT=0.9, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/e9942206-5b89-4c8c-a4d8-ac1bc9a2bef3_20250319T16:10_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Thank you for calling A.
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Stand up MRI, and I'm calling to see if you would do a single case agreement for a patient's MRI.
[AGENT][NEUTRAL] A single case agreement for an MRI?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Alright, let me double check on that. [PII], give me just one second.
[CUSTOMER][NEUTRAL] Let me
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So, let me look at the member's plan. Do you by chance have their policy number?
[CUSTOMER][NEUTRAL] Members plan do you
[CUSTOMER][NEUTRAL] Yeah, um, it's 02592661.
[AGENT][POSITIVE] OK, thank you so much.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And then [PII], can I get the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, the patient's name is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] All right, thank you so much.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] All right, so it looks like no prior authorization is needed and no network is needed for the plan. It's a limited benefit plan, so it's just gonna pay a set amount depending on uh what the patient's having done, doesn't matter the network per se.
[CUSTOMER][NEUTRAL] Authorization is needed and their network is needed for that.
[CUSTOMER][NEUTRAL] Yeah, I think they said it was like 250, but we don't, um, we've never done business with this insurance before, um, so we would take it as a single case agreement.
[AGENT][NEUTRAL] OK, so let me see.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] Alright, I'm double checking um with.
[CUSTOMER][NEUTRAL] Double check
[AGENT][NEUTRAL] My help desk because I'm not certain if we do that or not. I apologize but I'll find out for you, [PII].
[CUSTOMER][NEUTRAL] If we do.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] You guys would need the single case agreement, is that correct? since you've never done business? OK.
[CUSTOMER][NEUTRAL] You guys would need the single piece agreement.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, all right, let's see.
[AGENT][NEUTRAL] OK, it looks like we don't do single case agreements so we cannot guarantee payment um or anything like that um no pre-op required though.
[CUSTOMER][NEUTRAL] OK, it looks like we don't do single piece agreements so.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too bye.