AccountId: 011433970860
ContactId: 1cbc77e9-d571-4f0d-a4dc-a026e8049256
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 138279 ms
Total Talk Time (AGENT): 60956 ms
Total Talk Time (CUSTOMER): 56831 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/1cbc77e9-d571-4f0d-a4dc-a026e8049256_20250121T13:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, [PII]. This is [PII] and I'm calling from provider's office, and I would like to verify that uh
[CUSTOMER][NEUTRAL] Patient eligibility and benefits and also want to verify that uh the pre-certification is required or not for outpatient surgery.
[AGENT][NEUTRAL] I can help you spell your name for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and what's the policy number, [PII]?
[CUSTOMER][NEUTRAL] Yeah, sure. My ID number is
[CUSTOMER][NEUTRAL] 02300708 M as Mike L as in Lima.
[CUSTOMER][NEUTRAL] 0.
[AGENT][NEUTRAL] OK phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient name is [PII], but, date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for that information. We're checking eligibility, outpatient facility benefits and whether a prior authorization is required.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so I'm showing I have that information for you. The effective date is [PII]. Policy is active at this time.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I show the maximum outpatient benefit is up to $2500. That is per calendar year.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And information provided is, is a verification only, not a guarantee of payment and prior authorization is not required.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, got it. Thank you so much, [PII], for giving me information. And may I know the call reference number?
[AGENT][NEUTRAL] You'll use my name in today's date as your reference T as in [PII].
[AGENT][NEUTRAL] [PII] and first initial and last name is [PII]. Anything else?
[CUSTOMER][POSITIVE] Uh, no, thank you so much, [PII], for giving me information and have a wonderful day and take care. Bye for now.
[AGENT][POSITIVE] You're welcome thanks for calling APL. Have a good day.
[CUSTOMER][POSITIVE] You too. Bye-bye. Take care.
[AGENT][NEUTRAL] And bye bye.