AccountId: 011433970860
ContactId: 0bee1d8a-c7ef-4e93-88c1-99cfe662345f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 144130 ms
Total Talk Time (AGENT): 61334 ms
Total Talk Time (CUSTOMER): 59601 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/0bee1d8a-c7ef-4e93-88c1-99cfe662345f_20250527T12:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], my name is [PII]. I'm calling Lieutenant Florida physicians. Um, I got a patient that's just walked in and gave us.
[CUSTOMER][NEUTRAL] This insurance as a secondary, and I need to verify benefits.
[AGENT][POSITIVE] OK, absolutely. I'm happy to verify benefits. What is the policy number?
[CUSTOMER][NEUTRAL] Um, try 0254.
[CUSTOMER][NEUTRAL] 1546
[CUSTOMER][NEUTRAL] M as in Mary. L as in Larry, 8.
[AGENT][POSITIVE] All right, thank you so much. Give me just a moment. Let me pull this up here.
[AGENT][NEUTRAL] And if I can get patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. So patient is active. Effective date is [PII]. We are the members secondary insurance, so this will pick up deductible, co-pay, or co-insurance of the primary does not.
[CUSTOMER][NEUTRAL] OK, alright, perfect, and it doesn't need that for any procedures or anything done in the office, does it need any um authorizations or approval?
[AGENT][NEUTRAL] No prior office required.
[CUSTOMER][NEUTRAL] Because we're pain management.
[AGENT][NEUTRAL] OK, no. It does have an outpatient benefit max for the year, which is for the calendar year is 22,500.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, how much is left?
[AGENT][NEUTRAL] Let me see here one moment.
[AGENT][NEUTRAL] Looks like they have the full amount remaining.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And um
[CUSTOMER][NEUTRAL] What do you call it, so there's no network benefit anything we don't have to be par or anything like that. It's just it is what it is.
[AGENT][POSITIVE] Yes, ma'am. Absolutely correct. Uh-huh. Yeah.
[CUSTOMER][NEUTRAL] OK, OK, alright, and your name?
[AGENT][NEUTRAL] My name is [PII], that's [PII] and the initial to my last name is [PII].
[CUSTOMER][NEUTRAL] Any reference number?
[AGENT][NEUTRAL] Just my name with today's date.
[CUSTOMER][NEUTRAL] OK, yep.
[CUSTOMER][POSITIVE] OK perfect thank you so much bye bye.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] You're welcome. Have a great day bye bye.
[CUSTOMER][NEUTRAL] You too.