AccountId: 011433970860
ContactId: 9d8cd7eb-47ae-422b-94f0-19b7c4177d79
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 174389 ms
Total Talk Time (AGENT): 67993 ms
Total Talk Time (CUSTOMER): 84482 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/9d8cd7eb-47ae-422b-94f0-19b7c4177d79_20250219T15:07_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I was calling in regards to a patient that's going to have an upcoming outpatient procedure with our office, um, so I was calling just to confirm benefits and to see if prior office is required with you guys.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, I can help you with benefits. Um, can you please give me your callback number, [PII]?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Sure [PII].
[AGENT][NEUTRAL] OK thank you and what is the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] It is Butler Memorial Hospital.
[AGENT][NEUTRAL] OK, thank you. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Sure, so her first name is [PII] Last name is [PII]
[CUSTOMER][NEUTRAL] Date of birth [PII]. And then it looks like, so for her policy number, would it be that outpatient benefits certification number on the card?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, so it's 01660293 [PII].
[AGENT][NEUTRAL] OK, let me pull up that policy.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy with us and her effective date is [PII].
[AGENT][NEUTRAL] And this is just to verify coverage. It's not a guarantee of payment. This is a supplemental insurance policy, the gap insurance that helps with deductible, co-pay, and co-insurance. She has an outpatient benefit amount of $5000 per calendar year and pre-authorization is not required because this is not the major medical insurance.
[CUSTOMER][POSITIVE] Perfect. OK. I have United Healthcare showing as her like primary, which I already did talk to them as well.
[AGENT][NEUTRAL] Mhm, yes ma'am.
[CUSTOMER][NEUTRAL] So it sounds like we should be good to go then. Could I just have like a reference number for our conversation?
[AGENT][NEUTRAL] Yes, you can use my name, [PII], and today's date.
[CUSTOMER][POSITIVE] OK, thank you very much, [PII]. I appreciate your time and your help.
[AGENT][POSITIVE] You're very welcome, Ms. [PII] you have a good day and thanks for calling APL.
[CUSTOMER][POSITIVE] You as well thank you bye bye.
[AGENT][POSITIVE] You're welcome. Bye-bye.