AccountId: 011433970860
ContactId: 829d4e80-87d8-4e1f-b745-d117d85df10f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 123849 ms
Total Talk Time (AGENT): 50844 ms
Total Talk Time (CUSTOMER): 40922 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/829d4e80-87d8-4e1f-b745-d117d85df10f_20250317T17:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] with um Carolina's Medical Center. Um, I just wanted to confirm um benefits for a patient that's scheduled for outpatient surgery on um the [PII] of this month.
[AGENT][NEUTRAL] OK, I'm happy to check on benefits for a surgery. [PII], what's your policy number?
[CUSTOMER][NEUTRAL] 770,570
[AGENT][POSITIVE] All right, thank you for that. Give me one moment.
[AGENT][NEUTRAL] All right. And then what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Mm, uh, [PII], date of birth [PII].
[AGENT][NEUTRAL] Right, so the patient is active. It looks like the effective date is [PII].
[AGENT][NEUTRAL] And it looks like.
[AGENT][NEUTRAL] Outpatient benefits on this plan are a max of $2000 for the year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And they haven't reached that.
[AGENT][NEUTRAL] Uh, no, it looks like the amount used to date is $137.07.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And would um prior authorization be required for this?
[AGENT][NEUTRAL] No, it's not. We're the secondary, so it's just gonna cover any sort of deductible, co-pay or co-insurance of primary does not.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][POSITIVE] All right, that's um all the information I needed. Thank you so much.
[AGENT][POSITIVE] All right, sounds good, sir. You're welcome. Have a good day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][NEUTRAL] Bye bye.