AccountId: 011433970860
ContactId: 9d52b49b-e1b9-4cf2-86e7-b7602d007b63
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 304549 ms
Total Talk Time (AGENT): 68054 ms
Total Talk Time (CUSTOMER): 46569 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/9d52b49b-e1b9-4cf2-86e7-b7602d007b63_20250416T17:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Ronson Methodist Hospital. I'm calling to verify benefits on a patient and if I need an authorization for a CPT code.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you have the patient's policy number?
[CUSTOMER][NEUTRAL] Policy number is 02615238.
[AGENT][POSITIVE] Perfect, thank you.
[AGENT][NEUTRAL] And then what's a good call back number in case our call gets dropped?
[CUSTOMER][POSITIVE] [PII] that's correct.
[AGENT][NEUTRAL] OK, thank you. And then patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII].
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] OK, and we're checking benefits today.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK. And then what benefits were you wondering about?
[CUSTOMER][NEUTRAL] Uh, medical office.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, just one second, let me pull up their certificate.
[AGENT][NEUTRAL] OK, so with this policy, it's a hospital indemnity.
[AGENT][NEUTRAL] So for the outpatient sickness writer, they have a maximum benefit per visit, and that's $75 per calendar year, $5 per adult.
[CUSTOMER][NEUTRAL] OK, and then do I need a prior authorization for a CPT code you can look that up.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, no, no pre-authorization or precer certification is not required.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And do you have a reference number for today's conversation?
[AGENT][NEUTRAL] Yes, I do. It's just my first name, which is [PII], and that's [PII]
[AGENT][NEUTRAL] Last initial [PII] and then today's date.
[CUSTOMER][POSITIVE] Thank you so much for your time. I hope you have a wonderful rest of your week.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Of course, thanks for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thank you bye.
[AGENT][POSITIVE] Thank you. Bye.