AccountId: 011433970860
ContactId: fd6976ed-9adb-41ff-8eed-70adb1d52aa0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 258320 ms
Total Talk Time (AGENT): 69166 ms
Total Talk Time (CUSTOMER): 82315 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/fd6976ed-9adb-41ff-8eed-70adb1d52aa0_20250123T14:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], I am trying to verify eligibility and benefits, please.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Spell that for me.
[CUSTOMER][NEUTRAL] Mhm. [PII]
[AGENT][NEUTRAL] OK. And I'm sorry, you said that you're wanting to verify benefit information?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Is this for service in a doctor's office?
[CUSTOMER][NEUTRAL] Uh, facility.
[AGENT][NEUTRAL] OK, and are you calling on behalf of the facility?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and the patient's policy number?
[CUSTOMER][NEUTRAL] 024466667
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Verify the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you. OK, so I show the policy effective date is [PII]. Uh, the policy is active at this time.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what type of service is it for?
[CUSTOMER][NEUTRAL] An MRI?
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Still looking.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So outpatient facility is not covered under this policy?
[AGENT][NEUTRAL] And so it's not done in a diagnostic facil uh diagnostic setting, you said it's in a hospital?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I'm so sorry. I'm glad you said that it is um.
[CUSTOMER][NEUTRAL] Oh my goodness, they changed to just this week I think the provider is doing it so you know, yeah, can I, yeah, provider's office I forgot they're doing their own.
[CUSTOMER][NEUTRAL] MR 9 now.
[AGENT][NEUTRAL] So in a provider's office or is it like a diagnostic uh free standing?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Um, no, uh, provider's office. Mhm.
[CUSTOMER][NEUTRAL] I'm sorry, I just looked and saw this.
[AGENT][NEUTRAL] Is it a specialist doctor's office?
[CUSTOMER][NEGATIVE] No, um, no, just the doctor. You know what, I'm so confused. Let me
[AGENT][POSITIVE] But that's OK, that's OK, because I wanna give you, I wanna make sure that I can provide the correct information.
[CUSTOMER][NEUTRAL] This is something new.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Cause the policy does have a diagnostic testing benefit, um.
[CUSTOMER][NEUTRAL] I'll have to call back.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let let me just get my supervisor so that I can get the right information and I'll call back.
[AGENT][NEUTRAL] Yeah, and just ask her the, the place of service.
[CUSTOMER][NEUTRAL] Yeah, because it's confusing over here. OK, alright, thank you, [PII]. I'll call back later. OK, thanks. Alright, bye bye.
[AGENT][POSITIVE] OK. All right, [PII], thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.