AccountId: 011433970860
ContactId: 24275d45-28e3-4fdd-babe-9157f7da0007
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 167179 ms
Total Talk Time (AGENT): 80135 ms
Total Talk Time (CUSTOMER): 59528 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/24275d45-28e3-4fdd-babe-9157f7da0007_20250523T14:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, I'm calling to confirm benefits and eligibility for a PET scan.
[AGENT][POSITIVE] All right, I'm happy to check on benefits and eligibility. Can I get the patient's policy number?
[CUSTOMER][NEUTRAL] 02270255
[CUSTOMER][NEUTRAL] M as in Mike. L as in Lima, 8.
[AGENT][NEUTRAL] All right, thank you. And then if I could get the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, it is [PII] [PII].
[AGENT][POSITIVE] All right, thank you so much. So patient is active. Effective date on here is [PII]. We're the members secondary insurance, so this will cover deductible, co-pay, co-insurance that the primary does not.
[CUSTOMER][POSITIVE] Perfect. So you would cover the primary deductible and co-insurance?
[AGENT][NEUTRAL] Mhm. And it looks like under outpatient their benefit max is a calendar day, which is $750 and then the inpatient is calendar year and that benefit amount max is $6500.
[CUSTOMER][POSITIVE] OK perfect um.
[CUSTOMER][NEUTRAL] All right, and would there be any um authorization or any.
[CUSTOMER][NEUTRAL] Benefits that apply to this insurance?
[AGENT][NEUTRAL] Uh, no, yeah, no prior authorization is required for the secondary plan, no.
[CUSTOMER][NEUTRAL] Perfect. OK, so then they don't have any copays for this insurance or co-insurance deductible, nothing.
[AGENT][NEUTRAL] Right, yeah, not for this, uh uh, no, this picks up all that from their primary, yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. Alright, um, perfect. That's all I needed. Can I just get your first name, first initial of your last name, then a call reference number for documentation?
[AGENT][NEUTRAL] Absolutely. So call references my name with today's date. My name again is [PII], that's [PII]
[AGENT][NEUTRAL] And then my last initial is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII] yeah, [PII].
[CUSTOMER][NEUTRAL] You said [PII]
[CUSTOMER][POSITIVE] [PII], OK, OK, perfect. Thank you.
[CUSTOMER][NEUTRAL] So the reference is just [PII]
[AGENT][NEUTRAL] Mhm. And today's date.
[CUSTOMER][POSITIVE] Today's date. OK, perfect. All right, thank you very much, [PII].
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][NEUTRAL] Bye bye.