AccountId: 011433970860
ContactId: 80b2301b-6801-49de-a863-d3f7047c1501
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 136300 ms
Total Talk Time (AGENT): 65908 ms
Total Talk Time (CUSTOMER): 45233 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/80b2301b-6801-49de-a863-d3f7047c1501_20250214T18:09_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[AGENT][POSITIVE] Good afternoon.
[CUSTOMER][NEUTRAL] Good afternoon. I'm sorry, what is your name?
[AGENT][NEUTRAL] Uh, my name is [PII], last initial [PII]
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling from a doctor's office to verify benefits and eligibility.
[AGENT][NEUTRAL] OK, I can verify benefits and eligibility for you and your name is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and Ms. [PII], what's that policy number, please?
[CUSTOMER][NEUTRAL] The policy number is 02450051 M as in Mary, L as in Lima number 8.
[AGENT][NEUTRAL] Thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] I do. It's [PII].
[AGENT][NEUTRAL] OK. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] A video. Date of birth [PII].
[AGENT][NEUTRAL] OK, I'm showing an effective date um of [PII]. She is, or I'm sorry, he is active on the policy and what benefits are needing?
[CUSTOMER][NEUTRAL] It's for outpatient surgery benefits.
[AGENT][NEUTRAL] And this is gonna be in the hospital outpatient surgery center?
[CUSTOMER][NEUTRAL] Yeah, ambulatory surgical center.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] See, um, not a guarantee of payment, just a verification of coverage. With this policy, we are secondary. We help with primary insurance deductible, co-pay, and or co-insurance, and he has a benefit max up to 7900 per calendar year.
[CUSTOMER][NEUTRAL] And how much he um does he have available?
[AGENT][NEUTRAL] Uh, he has the amount. I don't show he's used any benefits for this year.
[CUSTOMER][POSITIVE] Perfect. OK, and then is prior authorization required?
[AGENT][NEUTRAL] Uh, no, ma'am.
[CUSTOMER][POSITIVE] Perfect. Alright, that's all I needed. Thank you so much. And can I have a reference number?
[AGENT][NEUTRAL] Uh, we don't give reference numbers, but you may use my name in today's date.
[CUSTOMER][POSITIVE] Thank you 214 perfect thank you so much.
[AGENT][POSITIVE] Yes, ma'am. Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Yes bye.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Bye.