AccountId: 011433970860
ContactId: eb7f7788-eda5-48d2-a832-3b3e2f007325
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 340869 ms
Total Talk Time (AGENT): 104200 ms
Total Talk Time (CUSTOMER): 89377 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/eb7f7788-eda5-48d2-a832-3b3e2f007325_20250421T20:05_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] with the Royal Baptist, uh, registration.
[CUSTOMER][NEUTRAL] I have a patient here by the name of [PII].
[CUSTOMER][NEUTRAL] He's doing, uh, he has a test and MRI prostate with and without contrast, and I wanted to ask um.
[CUSTOMER][NEUTRAL] What he has on his um how much outpatient he still has like how much do you guys cover?
[AGENT][NEUTRAL] Alright and before we proceed, is it possible to get your call back number in the event that we get disconnected please?
[CUSTOMER][NEUTRAL] Yeah, let me get you that.
[CUSTOMER][NEUTRAL] OK, it'll be [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that, [PII]. And do you happen to have Mr. [PII]'s policy number?
[CUSTOMER][NEUTRAL] Uh, his policy number, give me one second.
[CUSTOMER][NEUTRAL] Images.
[CUSTOMER][NEUTRAL] Uh, his last name is [PII]. The policy number is 02565825.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you for that, [PII]. And are you able to verify the date of birth and mailing address?
[AGENT][NEUTRAL] For patient.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, give me one second.
[AGENT][POSITIVE] Take your time.
[CUSTOMER][NEUTRAL] His date of birth is [PII].
[CUSTOMER][NEUTRAL] And his mailing address.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you for that. And you stated you were calling today to verify there was any outpatient benefits left for this calendar year cause the patient's getting an MRI without contrast?
[CUSTOMER][NEUTRAL] Yeah, he's in an outpatient facility doing an MRI.
[AGENT][NEUTRAL] All right, what
[CUSTOMER][NEUTRAL] Just wanna know what uh if he's active and if the benefits.
[AGENT][NEUTRAL] He is active and he is currently paid current, um, but in order for us to verify what outpatient benefits he has left for this calendar year, I will have to let you speak to another representative in our benefits department. Is it OK if I transfer you for further assistance and I'll make sure I get someone before I release you.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Yeah, absolutely, no problem.
[AGENT][NEUTRAL] Alright [PII], I'm gonna place you on a brief hold. I'm gonna provide them all the details so you won't have to verify that um is there anything else I can help you with before I transfer you?
[CUSTOMER][NEUTRAL] No, that'll be it.
[AGENT][POSITIVE] Thank you for calling APO. You have a wonderful day and hold please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][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.
[CUSTOMER][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] OK, I can
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The provider's name is [PII], and the callback number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] The policy number is 256-582-5 on a [PII] and everything's been verified.
[CUSTOMER][POSITIVE] I'm ready for [PII] or for him.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] There they go. Thank you.
[CUSTOMER][POSITIVE] Thank you so much.