AccountId: 011433970860
ContactId: eca66544-b694-477d-91a2-87b791f63c5d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 215860 ms
Total Talk Time (AGENT): 65730 ms
Total Talk Time (CUSTOMER): 47459 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/eca66544-b694-477d-91a2-87b791f63c5d_20250512T15:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, I'm calling to check eligibility and benefits for a patient and check and see if authorization is required for a member.
[AGENT][POSITIVE] OK, I can help you with eligibility and benefits. Could I get your name and a good callback number?
[CUSTOMER][POSITIVE] I can help you with that
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] R
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you, [PII]. And do you have the policy number of that patient?
[CUSTOMER][NEUTRAL] D 43732485
[AGENT][NEUTRAL] OK, um, that's through 90 Degree benefits, which IMA handles that, um, but I can see if they have another policy with us, APL. Um, what's the last name of the patient?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Um, looks like it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And is this for medical benefits or?
[CUSTOMER][NEUTRAL] Medical.
[AGENT][NEUTRAL] Yeah, let's see
[AGENT][NEUTRAL] And do you have his date of birth and
[AGENT][NEUTRAL] Yeah, date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Is this for like office visit or?
[CUSTOMER][NEUTRAL] Um, it's for an outpatient MRI.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, let me see what's.
[CUSTOMER][NEUTRAL] Hey
[AGENT][NEUTRAL] It's not a guaranteed payment basic outline of the policy.
[AGENT][NEUTRAL] Um, this is like a very limited supplemental policy. So for outpatient MRI, um, the max that would pay is 250.
[CUSTOMER][NEUTRAL] Um, that was.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Then this
[AGENT][NEUTRAL] And then, um, 90 degree benefits, um, IMA um can give you information if they have a policy that could potentially pick up anything as well. Um, and I can transfer you over there if you need me to.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I can give you
[CUSTOMER][NEUTRAL] Um, yes, please.
[AGENT][POSITIVE] OK, um, and just hit option 0 for customer service, so I'll get you transferred right now. Anything else I can help with today?
[CUSTOMER][NEUTRAL] 2
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you for calling 90 Degree Benefits.