AccountId: 011433970860
ContactId: f3c372be-b1be-4841-ba0e-719cf7630e87
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 180610 ms
Total Talk Time (AGENT): 64738 ms
Total Talk Time (CUSTOMER): 40907 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=2.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/f3c372be-b1be-4841-ba0e-719cf7630e87_20250102T13:30_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Good morning, [PII]. My name is [PII] and I'm calling to check a policy for a patient.
[AGENT][NEUTRAL] OK, [PII], do you have a phone number in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] I have 02550749.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment, please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] This is for Miss [PII].
[AGENT][NEUTRAL] And her date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. Well, I, you were just needing benefits.
[CUSTOMER][NEUTRAL] Yes, patients coming to us for an MRI um in office.
[AGENT][NEUTRAL] OK, I can give you those benefits. Hold on one moment, please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Hold on just a moment.
[AGENT][NEUTRAL] You said it was in office. What's the name of the facility?
[CUSTOMER][NEUTRAL] MRI scan center.
[AGENT][NEUTRAL] OK, yeah, so it would be paid under the outpatient benefit.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] The effective date is [PII].
[AGENT][NEUTRAL] Any benefits given over the phone is not a guarantee of payment.
[AGENT][NEUTRAL] This policy coordinates with the primary insurance. Whatever the primary applies to their deductible, co-pay or co-insurance only, we'll pay up to $2,025.
[AGENT][NEUTRAL] For calendar year.
[CUSTOMER][POSITIVE] OK, no problem, that's perfect. And do I just use your name as a reference for our conversation today?
[AGENT][NEUTRAL] Yes, ma'am. We do not have reference numbers.
[CUSTOMER][POSITIVE] OK. All right. That sounds good. Thank you so much for your time. Have a wonderful day.
[AGENT][POSITIVE] Thank you, [PII], for calling APLU as well.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.