AccountId: 011433970860
ContactId: 8340fad3-643f-49d3-9347-c994298e8a19
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120739 ms
Total Talk Time (AGENT): 67023 ms
Total Talk Time (CUSTOMER): 43831 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/8340fad3-643f-49d3-9347-c994298e8a19_20250312T14:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], this is [PII] calling from Alliance Surgery Center. I was trying to verify benefits, please.
[AGENT][NEUTRAL] I'm sure, [PII], I can assist you with benefits. Um, first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Thank you. Now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] Sure, 02573495.
[AGENT][NEUTRAL] OK, thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Mhm. [PII] [PII].
[AGENT][NEUTRAL] OK. And just let me advise you that verification of coverage does not guarantee payment of claims. Um, I'm showing the effective date on this policy was [PII] and the policy is still active. Um, is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Uh, yes. Outpatient ambulatory surgery center benefits.
[AGENT][NEUTRAL] OK, for outpatient, we cover up to $6000 per calendar year and that's for the co-pay, the co-insurance, and the deductible after the primary insurance process is declined, but there is a $100 deductible that needs to be met first.
[CUSTOMER][NEUTRAL] OK, and that hasn't been met?
[AGENT][NEUTRAL] No, ma'am, it hasn't.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right. And so after the deductible, then they'll pick up anything remaining on her um deductible?
[AGENT][NEUTRAL] Um, yes, ma'am, up to 6000 per calendar year.
[CUSTOMER][NEUTRAL] Up to 6000 per year. OK, alright, and then Evi, could I get a reference number for the call?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, for the reference number, you can use my name and today's date. Um, is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, I think that's it. Thank you so much.
[AGENT][POSITIVE] OK. I thank you, [PII], for calling ATL. You have a great day. Mm bye.
[CUSTOMER][POSITIVE] Thank you, ma'am. You too, bye bye.
[AGENT][POSITIVE] Thank you.