AccountId: 011433970860
ContactId: f1af975b-5bb6-49a5-bc25-73c6871e3cb6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 165220 ms
Total Talk Time (AGENT): 80316 ms
Total Talk Time (CUSTOMER): 59820 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/f1af975b-5bb6-49a5-bc25-73c6871e3cb6_20250107T15:16_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Baptist Outpatient, and I need to check benefit for one of our patients.
[AGENT][POSITIVE] OK, well, I'll be more than happy to assist you with the benefits of that. And may I have a good contact number in case we're disconnected and the member's policy number?
[CUSTOMER][NEUTRAL] [PII]. The member policy number is 02042058ML8.
[AGENT][NEUTRAL] Thank you. Hold on one moment. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And I am showing the policy is active. It's been effective since [PII].
[AGENT][NEUTRAL] And what type of um benefits did you wanna go over today?
[CUSTOMER][NEUTRAL] The patient is gonna have an MRI of the B.
[AGENT][NEUTRAL] And what type of facility?
[CUSTOMER][NEUTRAL] [PII], do you, we're an outpatient freestanding facility.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what was your question?
[CUSTOMER][NEUTRAL] Do you spell your name with [PII] or just one N?
[AGENT][NEUTRAL] I'm [PII].
[CUSTOMER][NEUTRAL] And the initial to your last name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome. Hold on one moment. I'm just waiting for the benefits to populate here. Let me see if I could.
[CUSTOMER][POSITIVE] That's OK. Take your time.
[AGENT][NEUTRAL] So under outpatient, the policy will pay up to $1500 per covered person per calendar year, which does include diagnostic testing in a hospital outpatient facility or MRI facility.
[CUSTOMER][NEUTRAL] It doesn't include, I'm sorry?
[AGENT][NEUTRAL] No, it does. It includes diagnostic tests, uh.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] OK, so it's $1500 per calendar year and I believe that this, this year they haven't used anything yet, correct?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] I could check for you just to make sure, but hold on one moment. It's kind of circling.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] Yeah, um, they haven't used any of the benefits for this year yet.
[CUSTOMER][NEUTRAL] OK, and no authorization is required, correct?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK. May I have a reference number for this call?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name and today's date.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, [PII], was there anything else? You're welcome. Was there anything else I can assist you with today?
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] No, that's it for now. Thank you for your help.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye bye.