AccountId: 011433970860
ContactId: 184f8bca-1e0f-4e19-a1d9-7947a078b780
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 170220 ms
Total Talk Time (AGENT): 56032 ms
Total Talk Time (CUSTOMER): 98341 ms
Interruptions: 1
Overall Sentiment: AGENT=1.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/184f8bca-1e0f-4e19-a1d9-7947a078b780_20250613T19:46_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], yes. My name is [PII]. I'm calling from Saint Joseph Heritage Cardiology.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I don't know much about your American public life coverage, but I have a patient who has your coverage as a supplement secondary to her primary. Um,
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm trying to find out if something is covered, um, we never got a uh any secondary supplement information she just emailed it to me so before I start and do anything I wanna make sure that uh the the test was covered and if it needs any prior it shouldn't need a prior off if it's secondary supplement but I still need to check.
[AGENT][NEUTRAL] OK, can I get a callback number for you?
[CUSTOMER][NEUTRAL] Sure [PII].
[AGENT][NEUTRAL] Thank you, the policy number you're calling on?
[CUSTOMER][NEUTRAL] OK, hold on a minute, is that the outpatient benefit certificate number?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, it's 02550.
[CUSTOMER][NEUTRAL] 882
[CUSTOMER][NEUTRAL] And [PII] 8.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying the account and you did say uh this is for is this procedure done in the office?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It's done outpatient hospital.
[AGENT][NEUTRAL] OK, please be advised verifying benefits is not guarantee payment. Her policy has been effective since [PII] and still active.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, for outpatient procedure done in the facility, it does pay up to $300 a day. Pre-authorization would not be required.
[CUSTOMER][NEUTRAL] OK, now.
[CUSTOMER][NEUTRAL] OK, so this just has to be submitted to you guys for the balance.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Uh, as being a supplement, am I correct? Yeah, so I don't know her balance. I know nothing, but our billing department just needs to build this out to you guys so and see what they pay.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Yes, ma'am. Is there anything else I can help you with, [PII]?
[CUSTOMER][NEUTRAL] So, OK, no precer needed.
[CUSTOMER][NEUTRAL] Yes [PII], I need a reference number for my call please.
[AGENT][NEUTRAL] Yes ma'am, to reference our call, you will use my name and today's date.
[CUSTOMER][POSITIVE] OK, not a problem, thank you so much.
[AGENT][POSITIVE] You're welcome. You have a wonderful weekend. Thank you for calling APO.
[CUSTOMER][POSITIVE] OK you too bye bye.
[AGENT][NEUTRAL] Bye bye