AccountId: 011433970860
ContactId: f0668b0d-a89c-482a-9bf9-c5b6f5d06858
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 209130 ms
Total Talk Time (AGENT): 92634 ms
Total Talk Time (CUSTOMER): 94222 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/f0668b0d-a89c-482a-9bf9-c5b6f5d06858_20250424T19:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is, uh, [PII] with Oxford Diagnostic Center, and I was calling to complete pre-registration with you before you arrive.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm sorry, forgive me, um, calling to verify coverage, forgive me on that part. I uh I registered patients as well, so, um.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Is it Friday yet [PII]? I'm just kidding.
[CUSTOMER][NEUTRAL] Oh, look, I wish it was the [PII]. I do.
[AGENT][POSITIVE] Yeah, no, I totally agree.
[CUSTOMER][POSITIVE] I'm like, blessed
[AGENT][POSITIVE] I totally hear you. I'm, I'm happy to check on benefits. Um, do we, do we have?
[CUSTOMER][NEUTRAL] Yes, ma'am. Is that [PII] or uh or without?
[AGENT][NEUTRAL] Yes, ma'am. My, my name is spelled [PII] and if you need it, my initial to my last name is [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] And um with that, I just uh need to verify coverage. Uh looks like um I wanna know if y'all are paying anything towards the patients, um.
[CUSTOMER][NEUTRAL] Towards their uh claims.
[AGENT][NEUTRAL] OK. All right, let's check coverage here. So. What's your policy number?
[CUSTOMER][NEUTRAL] It's um
[CUSTOMER][NEUTRAL] 109248.
[AGENT][NEUTRAL] Alright, let me pull this up here.
[AGENT][NEUTRAL] And patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] It is um [PII], [PII].
[AGENT][NEUTRAL] All right, thank you so much. So, patient is active. Uh, the effective date on here is [PII]. Did you need me to check for a date of service or just what the coverage is?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] I need the coverage details. I'm trying to see uh if they met their, uh, portion as far as like, uh, the requirements for coverage through you all.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. So were there secondary insurance, it covers deductible, co-pay, co-insurance, the primary does not.
[AGENT][NEUTRAL] Um, it looks like their outpatient benefit amount for the calendar year is 3000.
[AGENT][NEUTRAL] And then inpatient is 6. Let me see what they've used for the year.
[CUSTOMER][NEUTRAL] Forgive me, what was that, uh, again, please?
[AGENT][POSITIVE] No worries.
[AGENT][NEUTRAL] So their outpatient benefit amount for the calendar year?
[AGENT][NEUTRAL] Is going to be.
[AGENT][NEUTRAL] 3000 total.
[CUSTOMER][NEUTRAL] OK, so, uh, that's the max, uh, benefit that they have is $3000.
[AGENT][NEUTRAL] Mm, mhm, yeah, towards any deductible, co-pay, or co-insurance at their primary, just not.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so with this plan, uh, what I understand is there's no deductible out of pocket. The plan is gonna pay at $3000 automatically, uh, doesn't need to meet anything for y'all come in as service, right?
[AGENT][NEUTRAL] Correct, yeah, because we're their secondary.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] OK. And alrighty let me see what I need. OK. So with that being said, I do appreciate uh you confirm that information for me. Uh, you have a blessed and wonderful day.
[AGENT][POSITIVE] You as well. Take care. Bye bye.