AccountId: 011433970860
ContactId: 8798a604-3a40-424b-8c13-d0a71e1d1469
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 392649 ms
Total Talk Time (AGENT): 162761 ms
Total Talk Time (CUSTOMER): 170046 ms
Interruptions: 3
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/8798a604-3a40-424b-8c13-d0a71e1d1469_20250318T14:37_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning thank you for calling APL this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, hi, my name is [PII]. I am calling from um which surgery center is this Bel Air Surgery Center. I have a patient that's coming in for a procedure and I needed to verify their benefits, please.
[AGENT][POSITIVE] OK, sure, I can assist you with benefits. And Miss [PII], may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 800256-8606.
[AGENT][NEUTRAL] Oh, that, that's our number. Do you have the policy number? No, that's, that's our policy, that's our phone number.
[CUSTOMER][NEUTRAL] That's not it.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh Lord, have [PII]. Um.
[AGENT][POSITIVE] delicious.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] That is the phone number, isn't it? Look at that. Let's see if.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] See if I can find the booking sheet and see.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's see what was this scheduled 124.
[CUSTOMER][NEUTRAL] All right, uh.
[CUSTOMER][NEUTRAL] Why are we here?
[CUSTOMER][NEUTRAL] Booking sheets.
[CUSTOMER][NEUTRAL] OK, who is this? [PII] for?
[CUSTOMER][NEUTRAL] Sha
[CUSTOMER][NEUTRAL] But uh let's see, I, they don't even have the secondary listed on the booking sheet. Awesome. 00000, hold on, let me look here.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] What is this? Nope, they only have the Blue Cross and the driver's license. Lovely, awesome.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's do a name search. Let me see if we can find it like that, OK? Um, let me have the spelling of the last name.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] OK, and you said the first name is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so that is a popular name. Um, do you have an address?
[CUSTOMER][NEUTRAL] Um, one, right?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] Love it when they don't even have anything listed on the booking sheet, but it's in the computer system. How did they get it, you know, it's like, where did you get the info it's
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right, let's see, uh, hm, and hopefully we have the correct address. Uh.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] No, that's not here.
[CUSTOMER][NEUTRAL] I have a date of birth too if you would like it, um.
[AGENT][NEUTRAL] Unfortunately, we don't have a way of putting that date of birth to Serge. Yeah, we only have like policy social and then the first name and last name. You have a social? Yay, OK, go ahead, go ahead. Yay.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, I have social.
[CUSTOMER][POSITIVE] I have a special. That is one good thing that they did on this booking sheet. Imagine that, look at that hot diggity dog.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] All right, here he is. OK.
[CUSTOMER][NEUTRAL] Hot dog.
[AGENT][NEUTRAL] All right. OK, and just for verification, let me have that date of birth.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK, thank you, Ms. [PII]. Let me go ahead and give you the policy number. Let me know when you're ready.
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] OK, the policy number is 02144097.
[CUSTOMER][NEUTRAL] OK. 02144097.
[AGENT][NEUTRAL] Yes, that is correct. We have an effective date of [PII]. It is active and this is a secondary supplemental plan to the major medical. And you said you need outpatient benefits for a sur surgery center, correct?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK. All right. And let me give you that. This is not a guarantee of payment, just a verification of coverage and that's just a disclaimer. And we have an outpatient maximum of 5000 per cover person per calendar year.
[CUSTOMER][NEUTRAL] Per person.
[CUSTOMER][NEUTRAL] Her calendar.
[CUSTOMER][NEUTRAL] Your coverage.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] He has not used his benefits, so he still have the full amount available.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Alright, cool beans, um, do you guys require prior authorization?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] We don't. We're just a secondary, so we don't. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, cool. All right, good. All right, um, that's all I need. Can I have a reference number?
[AGENT][NEUTRAL] Um, we don't have reference numbers. You can use my name in today's date if you will. Do you need the spelling of my name or any other information?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Please.
[AGENT][NEUTRAL] Sure. My name is [PII].
[CUSTOMER][NEUTRAL] OK, I was almost close. I put SOLE.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Close enough, yeah.
[CUSTOMER][NEUTRAL] Let me just drop the [PII] there.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][POSITIVE] Mm. All right. Beautiful. Thank you so much for your help. I really appreciate it.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day, Miss [PII].
[CUSTOMER][POSITIVE] Thank you. You as well. Mhm bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.