AccountId: 011433970860
ContactId: f36f67dd-74c9-49fa-9e64-554b68f9c319
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 230339 ms
Total Talk Time (AGENT): 120631 ms
Total Talk Time (CUSTOMER): 78241 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/f36f67dd-74c9-49fa-9e64-554b68f9c319_20250519T18:09_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting me. My name is [PII].
[CUSTOMER][NEUTRAL] Hello?
[AGENT][POSITIVE] Yes, good morning. Thank you for calling. My name is. How may I help you?
[CUSTOMER][NEUTRAL] I can barely hear you.
[AGENT][NEUTRAL] Uh, yeah, I'm having trouble hearing you too. My name is [PII]. I'm with ATL. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I'm calling in regards to one of your members to see if you cover MRI uh services for the patient.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I can certainly look that up. And with whom am I speaking, please?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] My name is [PII]. I'm calling from the ordering physician.
[AGENT][NEUTRAL] [PII], yeah, OK, thank you. And what is that policy number that we're looking at today?
[CUSTOMER][NEUTRAL] Um, I don't even see anything. I know it has a group number 21176.
[CUSTOMER][NEUTRAL] Oh hold on, it's it just has like outpatient number and hospital.
[AGENT][NEUTRAL] Yes, that's it.
[AGENT][NEUTRAL] That's it.
[CUSTOMER][NEUTRAL] Which one do you need?
[AGENT][NEUTRAL] The the outpatient one would be fine.
[CUSTOMER][NEUTRAL] OK, so that's 026102777.
[CUSTOMER][NEUTRAL] ML and it looks like an 8.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please? Yes, ma'am. Uh-huh.
[CUSTOMER][NEUTRAL] And I didn't
[CUSTOMER][NEUTRAL] Uh, the patient it's [PII] and Zao 2576 and what is your name?
[AGENT][NEUTRAL] My name is [PII]. Um, now, let me see if I have this correct, uh, uh, the policy number correctly. You said it's 02.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 61
[AGENT][NEUTRAL] 0277.
[CUSTOMER][NEUTRAL] No 0272.
[AGENT][NEUTRAL] 72. OK, great. Thank you. And while I'm looking that up if I am all right. OK, thank you. And while I'm looking that up, if I could just have a callback number please in the event that we're disconnected.
[CUSTOMER][NEUTRAL] ML 8.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. The policy went into effect on [PII]. It is active. Now you were asking about an MRI and an outpatient service, uh, outpatient facility. So what we will do for this type of service is we will pick up the deductible, co-payment or co-insurance up to $1000 per calendar day. That is just a verification of the uh uh benefits generally, but it is a per calendar day, uh, benefit.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So you're saying you cover up to $1000 for MRI per calendar day?
[AGENT][NEUTRAL] That's correct, per day, per calendar day, that is correct.
[CUSTOMER][NEUTRAL] OK, so that means you do cover the MRI completely.
[AGENT][NEUTRAL] Yes, yes, that was, yeah, but.
[CUSTOMER][NEUTRAL] OK, what is your claims address?
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] That is in [PII] City, [PII].
[AGENT][NEUTRAL] And our zip code
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII] we also have an online service center.
[CUSTOMER][NEUTRAL] Is there a group
[AGENT][NEUTRAL] Yeah, uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is there a group number for this plan?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, the group number is 21176.
[CUSTOMER][NEUTRAL] And is what's the group name?
[AGENT][NEUTRAL] Envizard I N.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] V I
[AGENT][NEUTRAL] S O R S L L C.
[CUSTOMER][NEUTRAL] In this OK.
[CUSTOMER][NEUTRAL] Alright, so let me go ahead and then can I get a reference number [PII]?
[AGENT][NEUTRAL] Yes, it's my name and today's date, and the first letter of my last name is [PII].
[AGENT][NEUTRAL] Is there anything else at all that I can help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Are you on Central or Standard Time?
[AGENT][NEUTRAL] We're on Central time.
[CUSTOMER][NEUTRAL] So it's now [PII] your time.
[AGENT][POSITIVE] Oh, that's correct, yes.
[CUSTOMER][POSITIVE] OK perfect thank you so much for your help.
[AGENT][POSITIVE] OK, thank you for contacting AT