AccountId: 011433970860
ContactId: 522abdca-97c0-48c5-80c8-8ba2f008fe63
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 309070 ms
Total Talk Time (AGENT): 99646 ms
Total Talk Time (CUSTOMER): 99103 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/522abdca-97c0-48c5-80c8-8ba2f008fe63_20250502T15:49_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII].
[CUSTOMER][NEUTRAL] And I'm calling from Bonseque Saint Francis Hospital.
[CUSTOMER][NEUTRAL] To check on our eligibility and authorization requirements information.
[AGENT][NEUTRAL] OK, sure, I can assist you with eligibility authorization, Mr. [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, may I have a callback number just in case we get disconnected, Mr. [PII]. I'm waiting for the number.
[CUSTOMER][NEUTRAL] Yes, uh
[CUSTOMER][NEUTRAL] Yes, my contact number is [PII].
[CUSTOMER][NEUTRAL] [PII] and that to me.
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number, Mr. [PII]?
[CUSTOMER][NEUTRAL] Yes, uh, the policy number is 024.
[CUSTOMER][NEUTRAL] 817
[CUSTOMER][NEUTRAL] 10
[AGENT][POSITIVE] Thank you, one moment.
[AGENT][NEUTRAL] What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] It's, uh, the member's name is uh.
[CUSTOMER][NEUTRAL] [PII] and date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Alright and you said you need eligibility and authorization information, correct? And this is for a hospital.
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] This is for inpatient or outpatient?
[CUSTOMER][NEUTRAL] Outpatient.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Mr. [PII], um, this particular policy has an effective date of [PII].
[AGENT][NEUTRAL] It is active at the moment and this is one of our limited hospital indemnity policy. It is a limited policy, so authorizations are not required. I can check and see benefits if you need benefits, but authorization is not going to be required.
[CUSTOMER][NEUTRAL] OK, um, could you please tell me the effective date one more time?
[AGENT][NEUTRAL] Sure, that's [PII].
[CUSTOMER][NEUTRAL] OK, and the policy is currently active and also, uh, for this patient plan service require any of procedure authorization for our patient service correct? not required.
[AGENT][NEUTRAL] I'm sorry, can you repeat that last part because she was breaking up.
[CUSTOMER][NEUTRAL] So for outpatient service, any of the procedure code authorization is not required, correct?
[AGENT][NEUTRAL] Authorization is not gonna be required for any procedures um because this is a limited policy.
[CUSTOMER][NEUTRAL] For any of our patient service like uh we have uh the surgery on colonoscopy 45378 so authorization is not required, correct?
[AGENT][NEUTRAL] Correct, authorization is not required.
[AGENT][NEUTRAL] Now, if you need benefit information, I can give you that and it is not guarantee it's just a verification of coverage.
[CUSTOMER][NEUTRAL] OK, got it. And also could you please uh spell your name and last name of initial, please?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] My name is [PII]. That's [PII].
[AGENT][NEUTRAL] And we don't have reference numbers.
[CUSTOMER][NEUTRAL] [PII] correct?
[AGENT][NEUTRAL] [PII] last initial [PII]
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] OK, um, if you don't mind, can I put your name on today's date, and, uh, may I know the time frame as a call reference number?
[AGENT][NEUTRAL] Yes, it's [PII]
[CUSTOMER][NEUTRAL] [PII] um, may I know the um.
[CUSTOMER][NEUTRAL] Time it's a PST or uh CST [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Central.
[CUSTOMER][NEUTRAL] It had
[CUSTOMER][POSITIVE] Thank you so much, uh, [PII]. uh, thanks for all it's [PII] correct?
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] [PII] last initial [PII]
[CUSTOMER][POSITIVE] Thank you so much as well. So, uh, thanks for all the information and have a great rest of your day. Take care.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] You're as well. Thank you for calling ATL. Bye bye.
[CUSTOMER][NEUTRAL] No.