AccountId: 011433970860
ContactId: 28916a7f-4442-4bf3-978f-eca4bec4ba36
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 172179 ms
Total Talk Time (AGENT): 65310 ms
Total Talk Time (CUSTOMER): 102651 ms
Interruptions: 3
Overall Sentiment: AGENT=1.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/28916a7f-4442-4bf3-978f-eca4bec4ba36_20250415T17:35_UTC.wav
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[CUSTOMER][NEUTRAL] There's nothing, there's nothing like early days. I wouldn't have already. I, I really just don't. Hi, um, I'm calling from Doctor [PII]'s office. I'm just trying to verify um secondary insurance for one of our patients who's having um outpatient surgery done, and I just want to confirm what you guys would cover.appointment short for any patient, but we see policy number is.
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[AGENT][POSITIVE] I am happy to check benefits. What's the patient's policy number?
[CUSTOMER][NEUTRAL] da da
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] so if they have a cancellation it's so weird. I see the group number, the plan number, and then.
[CUSTOMER][NEUTRAL] Is it the outpatient benefit cert number?
[AGENT][POSITIVE] Yeah, you can give me that. That'll work, yeah.
[CUSTOMER][POSITIVE] OK, perfect. I have 01.
[CUSTOMER][NEUTRAL] 88738
[CUSTOMER][NEUTRAL] 2 M as in Mary, L as in Lima 8.
[AGENT][NEUTRAL] All right, thank you for that. And then if you don't mind, can I grab your first name and a call back?
[CUSTOMER][NEUTRAL] My name is [PII] Call back [PII].
[AGENT][NEUTRAL] Thank you. And then if I could get the patient's name and date of birth please then?
[CUSTOMER][NEUTRAL] It's [PII] and his date of birth is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. So the patient is active. Uh, the effective date on here is [PII].
[CUSTOMER][NEUTRAL] doesn't have any.
[AGENT][NEUTRAL] We are the member secondary insurance, so it does cover deductible, co-pay, and co-insurance that the primary does not.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And their outpatient benefit max for the calendar year is $1000.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] Has any of it been met?
[AGENT][NEUTRAL] Let me see if they've used anything. Nothing has been used, no.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, so you guys will cover perfect. um, and no authorization or anything like that is needed on your end, correct?
[AGENT][NEUTRAL] Correct, yeah, we don't require prior authorization.
[CUSTOMER][NEUTRAL] Can I just have, is there a reference number for this call?
[AGENT][NEUTRAL] Yeah, absolutely. So call reference would be my name with my last initial and then today's date. My name again is [PII], that's [PII] Last initial is [PII], and then today's date.
[CUSTOMER][POSITIVE] Thank you so much for your help.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye bye.