AccountId: 011433970860
ContactId: 17502963-6633-474d-918d-030f7fb6d6a9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 203240 ms
Total Talk Time (AGENT): 72781 ms
Total Talk Time (CUSTOMER): 84706 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/17502963-6633-474d-918d-030f7fb6d6a9_20250331T17:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. My initial [PII]. I'm calling from uh Bonsecure Hospital facility.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I can help you with eligibility, [PII]. Do you have the policy number of the patient and a good callback number?
[CUSTOMER][NEUTRAL] Uh, my callback number is [PII]. That is my direct number, no extension. I have the patient's number ID with me.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And what's that patient name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII]
[CUSTOMER][NEUTRAL] Marriage date of birth is [PII].
[AGENT][POSITIVE] Great, thank you.
[AGENT][NEUTRAL] And you needed benefits, is that correct?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yes, this patient is scheduled for surgery on.
[CUSTOMER][NEUTRAL] Next month I want to check this patient will be active or not still active one.
[AGENT][NEUTRAL] They're they're coming in next month.
[CUSTOMER][NEUTRAL] Yes, [PII] data service.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I can only give you, I can't guarantee benefits. It's just a basic outline of the policy or guarantee of coverage, but right now they are active. They're effective [PII].
[CUSTOMER][NEUTRAL] OK, [PII] active. Uh, uh, this patient has a surgery benefit, right?
[AGENT][NEUTRAL] Uh, I'm sorry?
[CUSTOMER][NEUTRAL] Uh, this patient is scheduled for outpatient surgery.
[CUSTOMER][NEUTRAL] This patient has a benefit?
[AGENT][NEUTRAL] Uh, yes.
[CUSTOMER][NEUTRAL] Surgery, hospital outpatient surgery.
[AGENT][NEUTRAL] Yes, let me get you those benefits. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, so they're outpatient benefits. They have $250 payable per calendar day.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh, I see. OK.
[CUSTOMER][NEUTRAL] Um, I have two CPT codes. Could you please confirm whether authorization is located or not?
[AGENT][NEUTRAL] Um, we don't require prior authorization.
[CUSTOMER][NEUTRAL] Uh, because this is surgery, that is why I want to with you. Authorization is not required, am I correct?
[AGENT][NEUTRAL] That is correct. This is a supplemental policy though, so we will need the primary explanation of benefits.
[CUSTOMER][NEUTRAL] OK, you are a secondary insurance, which means supplementary insurance, am I correct?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK, your name and the call reference number please.
[AGENT][NEUTRAL] Uh, my name is [PII] and last initial is [PII].
[CUSTOMER][NEUTRAL] S
[CUSTOMER][NEUTRAL] Spelling your name [PII].
[AGENT][NEUTRAL] Um, it's [PII], it's [PII] Last initial [PII], and today's date would be the uh reference number. Is there anything else I can help with today, [PII]?
[CUSTOMER][POSITIVE] Uh, this is good taking off, [PII]. bye bye now. Thank you.
[AGENT][POSITIVE] OK, thanks for calling A here.