AccountId: 011433970860
ContactId: fd21b54c-f99c-49b8-8b24-cf441eb54779
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122800 ms
Total Talk Time (AGENT): 67413 ms
Total Talk Time (CUSTOMER): 36478 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/fd21b54c-f99c-49b8-8b24-cf441eb54779_20250411T16:04_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Good morning. I'm calling from an imaging facility to see if I can get benefits on a patient.
[AGENT][POSITIVE] Sure, I can assist you with that. Can I have your name and a callback number?
[CUSTOMER][NEUTRAL] Uh [PII] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. What is the policy number of the member that you're calling to request outpatient benefits for?
[CUSTOMER][NEUTRAL] Uh, it says here 018687553.
[CUSTOMER][NEUTRAL] How.
[AGENT][NEUTRAL] And what is this member's name and date of birth?
[CUSTOMER][NEUTRAL] This is for [PII], [PII].
[AGENT][NEUTRAL] On verify benefits eligibility, the member's policy has been active since [PII] and is currently active.
[AGENT][NEUTRAL] She has a maximum benefit amount of $2550 per calendar year, and this is not a guaranteed benefits, just a disclaimer of the policy's coverage, and she has not utilized any of her benefits for [PII].
[AGENT][NEUTRAL] And I do apologize. Did you say your name was [PII]?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] I'm gonna give you a whole new name.
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Uh, for a CT, would you require authorization or no? It's as long as your primary has the authorization.
[AGENT][NEUTRAL] No, no authorization.
[AGENT][NEUTRAL] Yes, that is well this is the gap insurance as long as payment went towards deductible copay or co-insurance and you submitted the primary insurance, you'll be here with the claim, then if the payment is due, the benefits will be released to the providers.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I see that. OK, would there be a reference number for the call ma'am?
[AGENT][NEUTRAL] We don't provide those [PII], but you can use my name and today's date as a reference is [PII], and today's date as a reference.
[CUSTOMER][POSITIVE] OK, all right, thank you so much for your help.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Like
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thanks. Goodbye.