AccountId: 011433970860
ContactId: 3d105416-a6e4-4728-a8a3-b5459e8ff581
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 165850 ms
Total Talk Time (AGENT): 73798 ms
Total Talk Time (CUSTOMER): 59461 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/3d105416-a6e4-4728-a8a3-b5459e8ff581_20250109T20:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling to get um information on a patient's um plan.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] His deductible out of pocket and if he requires a prior authorization for his treatment.
[AGENT][POSITIVE] OK, I'm happy to take a look. What's the uh patient's policy number?
[CUSTOMER][NEUTRAL] 024722
[CUSTOMER][NEUTRAL] 29
[AGENT][NEUTRAL] All right. And then if I could just grab your first name and a callback number, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][POSITIVE] Thank you so much. So the patient's plan is active. The effective date is [PII].
[AGENT][NEUTRAL] We are the secondary insurance, so this is gonna cover deductible, co-pay, co-insurance. The primary does not.
[AGENT][NEUTRAL] Uh, looks like the outpatient benefit max on this plan for a calendar year is 4500.
[AGENT][NEUTRAL] Inpatient is 5000.
[CUSTOMER][NEUTRAL] OK, so you guys pay the deductible, the out of pocket, and the co-payment?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and then, um, do they, do they have with you a deductible or an out of pocket or no?
[AGENT][NEUTRAL] There's, um, it looks like for outpatient, there is a $500 deductible.
[CUSTOMER][NEUTRAL] OK, and then, um, do they have a copayment with you?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, OK, so can I give you the procedure code so you can tell me if it requires a prior authorization?
[AGENT][NEUTRAL] The plan doesn't require any sort of pre-authorization.
[CUSTOMER][NEUTRAL] OK, is there a reference um number for this call?
[AGENT][NEUTRAL] Absolutely, [PII]. That would be my name with my last initial and today's date. My name again is [PII], that's [PII] Last initial to my name is going to be [PII].
[CUSTOMER][NEUTRAL] OK and then what time do you have?
[AGENT][NEUTRAL] Uh, I am at [PII] local.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right [PII], thank you so much.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.