AccountId: 011433970860
ContactId: f2478b2b-ca36-44c9-aee8-ac2e1fcfe667
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 177630 ms
Total Talk Time (AGENT): 64342 ms
Total Talk Time (CUSTOMER): 55089 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/f2478b2b-ca36-44c9-aee8-ac2e1fcfe667_20250326T12:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] from Radiy Regional. I'm calling to get eligibility and benefits on a member.
[AGENT][NEUTRAL] OK, and [PII], I can help you. What's the policy number?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Do you have a copy of the card?
[AGENT][NEUTRAL] Or is that the social?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um, I don't know. I, it's just, uh, that's the only number I have. Let me see if I have a copy of the card.
[AGENT][NEUTRAL] Mhm, the APL number will start with a 0, about 7 digits.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] No, that it, that's, um, I don't have a copy of the card, but, um, the doctor's office, that's what they, that's the information they sent us over about the plan, the 262 number.
[AGENT][NEUTRAL] OK, can you verify if that's a social or not?
[CUSTOMER][NEUTRAL] No, we don't get social, so I don't know if that is a social.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And it's [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And what is the patient's name?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] In what state does she reside?
[CUSTOMER][NEUTRAL] Um, she lives in [PII].
[AGENT][NEUTRAL] So the policy number is 2.
[AGENT][NEUTRAL] 19
[AGENT][NEUTRAL] 857 2.
[AGENT][NEUTRAL] And you said that you're needing the effective date and did you say this service is in a physician's office or outpatient facility?
[CUSTOMER][NEUTRAL] It's in an outpatient facility we bill as a a place of service office.
[AGENT][NEUTRAL] He
[AGENT][NEUTRAL] What type of service is it for?
[CUSTOMER][NEUTRAL] Uh, CAT scan.
[AGENT][NEUTRAL] Diagnostic. OK, so the effective date is [PII]. Policy is active at this time and I'm showing the maximum outpatient benefit of up to $1000.
[AGENT][NEUTRAL] That's per calendar day.
[AGENT][NEUTRAL] And this information is verification only, not a guarantee of payment.
[AGENT][NEUTRAL] Don't see, let's see, I'm showing we've used or she's used 200 of the 1000 so far.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] OK, gotcha.
[AGENT][NEUTRAL] Mhm. Any other questions?
[CUSTOMER][POSITIVE] All right, perfect. Sounds good. Thank you so much.
[AGENT][NEUTRAL] All [PII]. Anything else?
[CUSTOMER][NEUTRAL] No, ma'am. That's it.
[AGENT][POSITIVE] All right, [PII], thank you for calling APL have a good day.
[CUSTOMER][POSITIVE] Thanks. Bye-bye.