AccountId: 011433970860
ContactId: 461297e6-71b0-4c63-b435-a6dda37a0b74
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126260 ms
Total Talk Time (AGENT): 65387 ms
Total Talk Time (CUSTOMER): 52219 ms
Interruptions: 3
Overall Sentiment: AGENT=1.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/461297e6-71b0-4c63-b435-a6dda37a0b74_20250606T13:56_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting APO. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, I am calling to verify benefits on uh this patient for outpatient surgery for the ambulatory surgery center facility.
[AGENT][POSITIVE] I can certainly help with whom am I speaking please?
[CUSTOMER][NEUTRAL] out
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], thank you. What's that policy number that we're looking at today?
[CUSTOMER][NEUTRAL] I mean I don't have an account.
[CUSTOMER][NEUTRAL] Um, it is 02456452.
[AGENT][NEUTRAL] Got you. Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Payment and maybe if I do that.
[CUSTOMER][NEUTRAL] Uh, [PII] and that birthday is [PII].
[AGENT][NEUTRAL] 022453652
[CUSTOMER][NEUTRAL] We'll see
[CUSTOMER][NEUTRAL] Yeah 02456452.
[AGENT][NEUTRAL] 6
[AGENT][NEUTRAL] OK, is there a callback number please that I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Thank you. The policy went into effect on [PII]. It is active. Now you requested benefits for outpatient services for uh outpatient surgery. We will pick up.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh huh, for our ambulatory surgery center.
[AGENT][POSITIVE] Absolutely. We will pick up the deductible, co-payment or co-insurance for that up to $500 per calendar day.
[AGENT][NEUTRAL] Um, that is just a uh verification of benefits, not a guarantee of payment, but that is a per calendar day benefit.
[AGENT][NEUTRAL] And so that's uh you just follow through the major medical.
[CUSTOMER][NEUTRAL] OK, for the primary.
[AGENT][POSITIVE] Absolutely, uh huh.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah, OK, and, and no precert?
[AGENT][NEUTRAL] Now is there anything else that I can help with? Oh, there's no, there's no pre-certification at all as we're the secondary insurance.
[CUSTOMER][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] OK and uh what's the reference number?
[AGENT][NEUTRAL] My name is [PII]. The first letter of my last name is.
[AGENT][NEUTRAL] OK as in we'll use that today's date as direct.
[CUSTOMER][POSITIVE] OK all right thank you.
[AGENT][POSITIVE] OK, well thank you for contacting ATL you have.