AccountId: 011433970860
ContactId: f5fece5f-256f-4d7e-a250-4f2b5ecc646e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 159520 ms
Total Talk Time (AGENT): 73257 ms
Total Talk Time (CUSTOMER): 48109 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/f5fece5f-256f-4d7e-a250-4f2b5ecc646e_20250114T19:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] and I'm calling with Mountain View Medical Imaging. I was trying to check in eligibility and benefits for a patient.
[AGENT][NEUTRAL] OK, may I please have a callback number and then the policy number?
[CUSTOMER][NEUTRAL] Mhm call back is [PII].
[CUSTOMER][NEUTRAL] And the policy number I have is 02456436.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Is [PII], [PII].
[AGENT][NEUTRAL] And you're calling in for eligibility and benefits, is there a specific benefit you're needing me to verify?
[CUSTOMER][NEUTRAL] Yes, I'm looking at CPT code 77063 a screening mammogram.
[AGENT][NEUTRAL] And is this done within an outpatient facility or an office setting?
[CUSTOMER][NEUTRAL] We got place a service 11 office setting. We are a free standing imaging facility and we build professional.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And I'm pulling that information up for you now.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] In verification of coverage does not guarantee the payment of the claim. It is showing that the policy is currently active. The effective date is 11 of $25 for outpatient, the member does have up to $500 per calendar day that will go towards the primary insurance deductible, co-insurance, or co-pay.
[AGENT][NEUTRAL] This policy only is for sickness and injury. It would not cover any type of preventative or wellness.
[CUSTOMER][NEUTRAL] OK, so it will not cover wellness?
[AGENT][NEUTRAL] Correct. If it's for preventative or wellness, it's a non-covered benefit.
[CUSTOMER][NEUTRAL] OK. And what was your name again?
[AGENT][NEUTRAL] It is [PII]. Would you like for me to spell that for you?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] It is spelled [PII] Last initial of [PII] in today's date will be used as the call reference.
[CUSTOMER][POSITIVE] OK, thank you so much for your help.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] You too, bye bye.
[AGENT][POSITIVE] Thank you.