AccountId: 011433970860
ContactId: afa94417-1603-4ef4-97e4-302882fbea12
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 117089 ms
Total Talk Time (AGENT): 46970 ms
Total Talk Time (CUSTOMER): 46998 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/afa94417-1603-4ef4-97e4-302882fbea12_20250102T18:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is with Doctor [PII]'s office, and I am just calling because I have a mutual patient here, [PII]. Date of birth [PII], and she does have a primary entrance of community care and she is gonna have surgery. So I was just needing to see if she had any eligibility and benefits with you guys and if it needed an authorization through you guys.
[AGENT][NEUTRAL] OK, uh, do you have her policy number?
[CUSTOMER][NEUTRAL] Yes, it is gonna be 0238.
[CUSTOMER][NEUTRAL] 9020.
[AGENT][POSITIVE] Alright, thank you so much let me pull that up here one moment.
[AGENT][NEUTRAL] Alright, so it looks like uh the patient does have an active plan with us. The effective date is [PII]. This is their secondary insurance, so this is gonna cover uh deductible, co-pay, co-insurance. The primary does not.
[AGENT][NEUTRAL] And the member's plan has an outpatient benefit max for the calendar year of $2000.
[CUSTOMER][NEUTRAL] OK, perfect. Now, now is it gonna require a prior authorization?
[AGENT][POSITIVE] Oh, I apologize no no pre-op is needed.
[CUSTOMER][NEUTRAL] OK, even if it is inpatient?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] Alright, can you spell your name for me and give me a call reference number?
[AGENT][NEUTRAL] Call references my name with my last initials and today's date. My name again is [PII] spelled [PII] The last initial to my name is [PII].
[CUSTOMER][POSITIVE] Perfect thank you so much you have a good rest of your day.
[AGENT][POSITIVE] You too. Take care. Bye bye.
[CUSTOMER][POSITIVE] Thank you bye bye.