AccountId: 011433970860
ContactId: 040c40bc-2e72-4191-9bb7-14e35d10ce74
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 164479 ms
Total Talk Time (AGENT): 75661 ms
Total Talk Time (CUSTOMER): 72830 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/040c40bc-2e72-4191-9bb7-14e35d10ce74_20250619T13:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Oh, hi, [PII]. Uh, my name is [PII]. I'm calling from the provider's office. I wasn't sure which prompt to select. Um, if a patient has this insurance as secondary, uh, to another insurance and this is for outpatient surgery, um, do we need authorization for these certain codes?
[AGENT][NEUTRAL] No, ma'am. Prior author is not required.
[CUSTOMER][NEUTRAL] Not required. OK, as secondary or even as as primary?
[AGENT][NEUTRAL] It's not required uh period for these plans. They're gonna always be secondary.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh, OK. Oh, they'll always be secondary. And is it a, um, is it like a, um,
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] Is it like a supplement or I'm not familiar with this insurance.
[AGENT][NEUTRAL] Do you have the policy number? I can pull it up and verify benefits.
[CUSTOMER][NEUTRAL] Sure. Sure. OK. Um, it is 022.
[CUSTOMER][NEUTRAL] 60508 M like Michael, L like Lima, and then the number 8.
[AGENT][POSITIVE] Thank you. And may I have a good callback number for you?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Sure. It's [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] I have [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim. So this plan is effective [PII], and it is active. This plan will pick up the copays, the co-insurance and or deductibles up to the benefit amount. It is their secondary or gap plan. Where would the place of service be?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Um, it's going to be, um, outpatient hospital.
[AGENT][NEUTRAL] So under the outpatient calendar year benefit amount of $5000 it will pick up copays, coinsurance, and our deductibles up to the $5000. Pre-cert is not required, prior art is not required.
[CUSTOMER][NEUTRAL] Not required. OK.
[CUSTOMER][NEUTRAL] All right. I will note this. And then may I get the first of your last name and is there a call reference number at all?
[AGENT][NEUTRAL] Yes, the call reference will be my name, which is my name, [PII] Last initial is [PII] along with today's date.
[CUSTOMER][POSITIVE] All right. Beautiful. Thank you so much. You have a great day.
[AGENT][POSITIVE] [PII], you're so welcome, and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too. Bye.