AccountId: 011433970860
ContactId: 67c1b5ba-8f65-41b0-bc53-a3b7c0ed3231
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 137000 ms
Total Talk Time (AGENT): 61889 ms
Total Talk Time (CUSTOMER): 65256 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/67c1b5ba-8f65-41b0-bc53-a3b7c0ed3231_20250226T13:22_UTC.wav
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[AGENT][POSITIVE] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I'm sorry, who am I speaking with?
[AGENT][NEUTRAL] Um my name is [PII]. Um it's spelled [PII] and my last, yes, ma'am. Good morning.
[CUSTOMER][NEUTRAL] Oh [PII], Hi [PII].
[CUSTOMER][NEUTRAL] My, my name is [PII].
[CUSTOMER][NEUTRAL] Good morning. So the reason for my call is, um, I'm calling to see what the responsibility would be for a patient with their secondary insurance for the surgeon's office.
[CUSTOMER][NEUTRAL] She's having, she had a procedure on Monday.
[AGENT][NEUTRAL] Um, yes, ma'am.
[AGENT][NEUTRAL] OK. And what's the policy number?
[CUSTOMER][NEUTRAL] I don't have the policy number.
[CUSTOMER][NEUTRAL] Oh, I'm sorry, the, the, the policy number is 02574927ML8.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Thank you, [PII]. And could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] OK. Thank you. And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] It's [PII]. It's [PII] is the last name and her date of birth is [PII].
[AGENT][NEUTRAL] OK. And just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII]. The policy is still active. And you said this is for outpatient surgery that took place in the office?
[CUSTOMER][NEUTRAL] No, it's outpatient surgery took place in the ambulatory surgery center. I wanna know if the surgeon's fee, the secondary insurance, how much it covers on the, the surgeon's office.
[AGENT][NEUTRAL] Um, yes, ma'am. For outpatient services, we cover up to, let's see.
[AGENT][NEUTRAL] 6000 per calendar year and that's for the co-pay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's what I thought.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] OK, beautiful. All right, [PII] thank you so much.
[AGENT][NEUTRAL] OK. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] OK. Well, I thank you again, [PII], for calling APL. You have a great day. Mm bye.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Mhm.