AccountId: 011433970860
ContactId: 11241f00-543d-4e24-89f2-1fc332f67b79
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 116720 ms
Total Talk Time (AGENT): 67369 ms
Total Talk Time (CUSTOMER): 35902 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/11241f00-543d-4e24-89f2-1fc332f67b79_20250529T14:46_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting HTL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Did you say [PII]?
[AGENT][NEUTRAL] Yes, it is here.
[CUSTOMER][NEUTRAL] My name is [PII]. I'm calling from Doctor [PII]'s office, and the patient gave us this insurance as a secondary insurance, and I'm trying to get benefits for a saline infused ultrasound.
[AGENT][NEUTRAL] OK, and this will be in an outpatient, uh, hospital setting or in the physician's office?
[CUSTOMER][NEUTRAL] It's been in the office
[AGENT][NEUTRAL] OK, good. And I can understand, uh, [PII], what is that policy number that we're looking at today?
[CUSTOMER][NEUTRAL] Office
[CUSTOMER][NEUTRAL] 02350172
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you. Is there a contact number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. The policy went into effect on [PII]. It is active. Now for the type of service that you're talking about within the physician's office, we'll pick up the deductible, co-payment or co-insurance up to $1000 per calendar year. That is just a verification of the benefits and the guarantee of payment, and [PII] hasn't used any of her benefits for this current calendar year.
[AGENT][NEUTRAL] Um, so that should all be available now. Is there anything else that I can tell you about the policy where to send the claim, uh, we do have an online service center if you would be interested.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You know
[CUSTOMER][NEUTRAL] No, I've got they've got that on here that I just was calling the benefits. It doesn't need, it doesn't need any kind of pre-authorization, correct?
[AGENT][NEUTRAL] No, no, it does not, um, uh, as long as you're, uh, as long as there's a deductible copayment or interest from the major medical.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, and do you have a reference number for our call?
[AGENT][NEUTRAL] Yes, my name is [PII]. The first letter of my last name is [PII], and we're gonna use that in today's date in our record.
[CUSTOMER][POSITIVE] All right thank you so much and you have a great day.
[AGENT][POSITIVE] Mhm thanks for contacting A.