AccountId: 011433970860
ContactId: 03cc137d-a914-4331-8d26-6600ae4867ba
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 138539 ms
Total Talk Time (AGENT): 58048 ms
Total Talk Time (CUSTOMER): 62709 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/03cc137d-a914-4331-8d26-6600ae4867ba_20250325T15:49_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh yes, I don't know if I pushed the right number, but I'm calling from a doctor's office and I'm just calling to check to see if a patient's insurance is active and if you require pre-cert on any outpatient surgery.
[AGENT][POSITIVE] Sure, I can assist you with that. Can I have your name and a callback number?
[CUSTOMER][NEUTRAL] Absolutely. My name is [PII]. I work for Doctor [PII] and my number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what was the policy number?
[CUSTOMER][NEUTRAL] Um, let's see here, it is 02573210.
[AGENT][NEUTRAL] And I apologize. What was your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] So, so, could you verify that patient's name and date of birth, and I'll be able to assist you.
[CUSTOMER][NEUTRAL] Sure, it's [PII] [PII].
[AGENT][NEUTRAL] And the place of service, would this be inpatient, outpatient office visits?
[CUSTOMER][NEUTRAL] Um, outpatient hospital setting.
[AGENT][NEUTRAL] [PII], this policy has been active since [PII] and it's currently active.
[AGENT][NEUTRAL] The member has outpatient benefits?
[CUSTOMER][NEUTRAL] All right, and then on this.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] She has outpatient benefits of $1000 per calendar year and this is not a guaranteed benefits just a disclaimer of the policy's coverage.
[CUSTOMER][NEUTRAL] OK, is there any pre-cert requirements?
[AGENT][NEUTRAL] No. This is a gap insurance.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, yeah, we're, I'm not real familiar with it, so I thought I just better call and double check to make sure there's no pre-cert requirements on anything, so.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] No, that's why we're here for you to ask ask questions and for us to answer them for you.
[CUSTOMER][POSITIVE] Awesome.
[CUSTOMER][POSITIVE] Thank you so much. All right, I think that's all I need to know and I'm sorry I didn't catch your name.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] My name is [PII], and today's date, [PII], because unfortunately we don't provide reference numbers.
[CUSTOMER][POSITIVE] So no reference number. OK, sounds good. Thank you so much. Have a nice day.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. You have a great one as well. Goodbye.
[CUSTOMER][POSITIVE] All right take care thank you bye bye.