AccountId: 011433970860
ContactId: 3827afc2-7587-46d8-9f25-c227550f28f5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 248399 ms
Total Talk Time (AGENT): 95837 ms
Total Talk Time (CUSTOMER): 82681 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/3827afc2-7587-46d8-9f25-c227550f28f5_20250404T17:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII].
[CUSTOMER][NEUTRAL] And I'm calling from Bond Secure [PII] and I called regarding to check on our authorization requirements and eligibility information.
[AGENT][NEUTRAL] What is your callback number, [PII]?
[CUSTOMER][NEUTRAL] Yes, my contact number is [PII].
[AGENT][NEUTRAL] What is the policy number please?
[CUSTOMER][NEUTRAL] If the number is 022.
[CUSTOMER][NEUTRAL] 92664.
[AGENT][NEUTRAL] OK, let me just repeat that to you. I have that as 02292664.
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] Thank you. Verify the the policyholder's name and date of birth or the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Yes, the member's name is uh [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you very much for the information excuse me, and you're calling for eligibility and pre-authorization, is that correct?
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] OK, thank you. The member shows, I can help you with that. The member shows effective as of [PII]. This policy is active and there are no excuse me, pre-authorizations or pres required for any of our policies.
[CUSTOMER][NEUTRAL] So authorization is required, correct?
[AGENT][NEUTRAL] Authorization is not required.
[CUSTOMER][NEUTRAL] For any of the procedure?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK, uh, one moment please. Uh, could you please spell your name and last name of initial, please?
[AGENT][NEUTRAL] My name is spelled [PII], last initials [PII].
[CUSTOMER][NEUTRAL] And [PII], uh, let me reulation for the patient, uh.
[CUSTOMER][NEUTRAL] [PII], uh, the date of surgery [PII] patient surgery for this patient comes with any, uh, procedure or service. Authorization is not required. And also could you please provide me the uh patient uh effective date and uh.
[CUSTOMER][NEUTRAL] Information for this space.
[AGENT][NEUTRAL] OK, again, I'm so sorry. There are no pre-authorizations or presars required on any of our policy or this particular policy or any policies. The effective date for this member is [PII].
[CUSTOMER][NEUTRAL] Currently active, correct?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] And there is no, uh, is there any benefits information or we follow uh primary guidelines?
[AGENT][POSITIVE] I can provide benefits for this member. Would you like benefits, [PII]? I can provide that for you for outpatient.
[CUSTOMER][NEUTRAL] Yeah, sure.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, please note verification of benefits provided does not guarantee payment. The benefits pay on a per day max of $500.
[CUSTOMER][NEUTRAL] So this is $500 for uh deductible or uh out of pocket?
[AGENT][NEUTRAL] The policy helps with the major medical deductible, co-pay or co-insurance. The member does not have a deductible or out of pocket to meet with us.
[CUSTOMER][POSITIVE] OK, well thank you so much, uh, [PII], thanks for all the information and could you please provide me the call reference number?
[AGENT][NEUTRAL] Uh, you're welcome, [PII]. We do not provide call reference numbers. You can use my name and today's date. Anything else I can assist you with, please?
[CUSTOMER][POSITIVE] Uh, no more questions, [PII], really, thank you so much for all the information and have a great rest of your day. Take care.
[AGENT][POSITIVE] Thank you. OK. Take care. Thanks for calling APL. bye.