AccountId: 011433970860
ContactId: 42ac3a4f-22da-4ed6-a85d-d6c2276e5dd9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 233389 ms
Total Talk Time (AGENT): 90991 ms
Total Talk Time (CUSTOMER): 72297 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/42ac3a4f-22da-4ed6-a85d-d6c2276e5dd9_20250320T17:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, uh, [PII], uh, this is [PII] calling from Saint James Parish Hospital calling to see if authorization is needed for a patient.
[AGENT][NEUTRAL] OK, I can help you with authorization. uh Ms. [PII], what is your call back number just in case the call gets disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Ma'am, and then may I please get the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] It is [PII]. Date of birth is [PII].
[CUSTOMER][NEUTRAL] And policy number is 2180312.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][POSITIVE] OK, thank you so much uh and looking at this policy, this is not the major medical insurance, so therefore no authorization will be needed.
[CUSTOMER][NEUTRAL] No what's needed.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK. OK. And you have a um reference number for today's call?
[AGENT][NEUTRAL] Yes ma'am, you can use my name [PII] and today's date.
[CUSTOMER][NEUTRAL] OK, today is the [PII]. OK. And would you said this is not like a major medical plan, it's.
[AGENT][NEUTRAL] Right, this is a supplemental insurance policy.
[CUSTOMER][NEUTRAL] OK, and do you know like the as far as benefits or do I have to call somebody else for that or?
[AGENT][POSITIVE] No, I can give you benefits.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me look it up just real quick.
[CUSTOMER][NEUTRAL] OK, it's gonna be like an outpatient procedure. I can give you a procedure code if you need it.
[AGENT][NEUTRAL] I, I don't believe I'll need that, but let me, um, tell you what the outpatient software is insured.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so this is a supplemental insurance policy. It's a gap insurance that helps with deductible, co-pay, and co-insurance.
[AGENT][NEUTRAL] Um, the the patient has an outpatient calendar, your amount of $6000 to go towards the deductible co-pay or co-insurance.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, I'm sorry, the $6000 is what?
[AGENT][NEUTRAL] The outpatient benefit to help with deductible copay or co-insurance.
[CUSTOMER][NEUTRAL] OK, OK, and uh how much of that is met already?
[AGENT][NEUTRAL] Let me look for you.
[AGENT][NEUTRAL] Give me just a sec while my computer pulls it up.
[AGENT][NEUTRAL] Nothing has been met for the year of [PII].
[CUSTOMER][POSITIVE] All right then, OK, thank you.
[AGENT][POSITIVE] You're very welcome, Miss [PII]. Anything else I can help you with before we go?
[CUSTOMER][POSITIVE] That's it, thank you.
[AGENT][POSITIVE] Uh, you're welcome. You have a wonderful day and thanks for calling APL.
[CUSTOMER][POSITIVE] Yeah yeah thank you uh huh bye bye.