AccountId: 011433970860
ContactId: 41e0b034-cd78-4760-b3f0-ccb7e2f8f457
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 151729 ms
Total Talk Time (AGENT): 69367 ms
Total Talk Time (CUSTOMER): 54945 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/41e0b034-cd78-4760-b3f0-ccb7e2f8f457_20250416T17:16_UTC.wav
--------------------------------------------
[CUSTOMER][NEUTRAL] different.
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from North Florida Surgeons on an insured. I, I have a patient having an outpatient ambulatory surgery. I have two CPT codes. I need to see if I need an authorization and what would be the professional fee.
[AGENT][NEUTRAL] OK, so we don't use the CPT codes. Um, there's no authorization required for any APL policy, but I can let you know their benefits for outpatient surgery.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, and [PII], may I have a good contact number in case we're disconnected and the member's policy number?
[CUSTOMER][NEUTRAL] Sure, um, [PII] [PII] 1209.
[AGENT][NEUTRAL] OK, and the policy number whenever you're ready.
[CUSTOMER][NEUTRAL] Um, outpatient banners, do you want the outpatient benefit certificate number?
[AGENT][NEUTRAL] Oh, the numbers are the same in or outpatient. The ML 7 or 8 at the end is different. I just need the numbers, that's the policy number.
[CUSTOMER][NEUTRAL] OK, it's 02419.
[CUSTOMER][NEUTRAL] 189.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and the last name is uh [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I am showing the policy is active, it's been effective since [PII]. And for outpatient, um, the policy will pay up to $500 per calendar day. That does include surgery in a hospital outpatient facility or a free-standing outpatient surgery center.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright. And can I get a reference number for the call?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name in today's date. The first initial to my last name is [PII].
[CUSTOMER][NEUTRAL] OK, and how do you spell your first name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] All right. Thank you so much.
[AGENT][POSITIVE] You're welcome, [PII]. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] Alright, thanks for calling APL bye bye.
[CUSTOMER][POSITIVE] Thank you, bye.