AccountId: 011433970860
ContactId: fdd30c21-c771-4c63-8479-68c16953f6cd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 198789 ms
Total Talk Time (AGENT): 72863 ms
Total Talk Time (CUSTOMER): 75670 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/fdd30c21-c771-4c63-8479-68c16953f6cd_20250206T21:03_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. First initial is [PII]. I'm calling in regards to verifying gap insurance coverage for a patient that's scheduled with us at Nicholas Children's for an MRI outpatient.
[AGENT][POSITIVE] OK, well, I'll be more than happy to assist you with the eligibility and MRI benefits. And [PII], may I have a good contact number in case we're disconnected and then the member's policy number?
[CUSTOMER][NEUTRAL] Um, yes, my direct callback number is [PII].
[CUSTOMER][NEUTRAL] [PII]. And then I am trying to look at this number. It's just very small, bear with me here.
[AGENT][POSITIVE] OK, take your time.
[CUSTOMER][NEUTRAL] OK, I think it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] ML 8.
[AGENT][NEUTRAL] Thank you for that. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. Um, so I am showing the policy is active for [PII]. It's been effective since [PII].
[CUSTOMER][NEUTRAL] OK, OK, bear with me. I'm just writing that down.
[CUSTOMER][NEUTRAL] And you said effective [PII]?
[AGENT][NEUTRAL] Mhm um hold on let me.
[AGENT][NEUTRAL] It's been effective since [PII].
[CUSTOMER][NEUTRAL] OK, and it renews annually?
[AGENT][NEUTRAL] Um, this is indefinitely until the group terminates the policy.
[CUSTOMER][NEUTRAL] OK, understood.
[AGENT][NEUTRAL] And then you said you needed outpatient benefits for MRI, right?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] So outpatient will pay up to $1500 per calendar year?
[CUSTOMER][NEUTRAL] OK, and of that, how much is the 2?
[AGENT][NEUTRAL] Did you want me
[AGENT][NEUTRAL] OK, hold on one second.
[CUSTOMER][NEUTRAL] Oh, sorry.
[AGENT][NEUTRAL] No, you're fine. Um, so none of the benefits have been used for [PII] yet.
[CUSTOMER][NEUTRAL] OK, understood.
[CUSTOMER][NEUTRAL] And the last thing I do need is a call reference number, please. And the first initial to your last name.
[AGENT][NEUTRAL] Sure, so there's no
[AGENT][NEUTRAL] OK, so there's no call reference number, um but you can use my name, which is [PII], first initial of my last name is [PII], and then today's date.
[CUSTOMER][POSITIVE] OK. Thank you very much, [PII], for your help. That does complete everything for now, and I hope you have a good rest of your day.
[AGENT][POSITIVE] Thank you, [PII]. You also and thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] Bye bye.