AccountId: 011433970860
ContactId: b845862a-68ce-467d-82b5-1c7369bec375
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 195240 ms
Total Talk Time (AGENT): 109556 ms
Total Talk Time (CUSTOMER): 58163 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/b845862a-68ce-467d-82b5-1c7369bec375_20250331T16:44_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I'm trying to verify benefits and authorization information on a patient.
[AGENT][POSITIVE] All right. Hang on just a second. It would be my pleasure to assist you.
[AGENT][NEUTRAL] What is your name, please?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the callback number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And [PII], what is the policy number?
[CUSTOMER][NEUTRAL] D as in David 43732539
[AGENT][NEUTRAL] I'm sorry, my computer just stopped. Do you mind repeating that, please?
[CUSTOMER][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] It's D as in David 43732539.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That policy is not the APL ID. Do you have a policy certificate number that starts with a 0?
[CUSTOMER][NEUTRAL] Oh hang on.
[CUSTOMER][NEUTRAL] Oh, I do sorry it's 02580615.
[AGENT][POSITIVE] All right, thank you, [PII].
[AGENT][NEUTRAL] And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII]. Date of birth [PII].
[AGENT][POSITIVE] Alright, thank you, it would be my pleasure to assist you now you were needing eligibility and were you needing authorization information as well if I understand correctly?
[CUSTOMER][NEUTRAL] Yes, and benefit information if outpatient surgery for the professional.
[AGENT][NEUTRAL] Sure, I can help you with that. So, Mr. [PII]'s policy is active as of [PII]?
[AGENT][NEUTRAL] This is a limited indemnity policy, so authorization is not required.
[AGENT][POSITIVE] And he does have surgical benefits.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Let me get his benefits pulled up.
[AGENT][NEUTRAL] He does not have benefits for the facility for outpatient, only the surgical benefits.
[CUSTOMER][NEUTRAL] There's
[CUSTOMER][NEUTRAL] There's no facility, so only the surgeon's covered.
[AGENT][NEUTRAL] Right. Surgery, surgeon and anesthesiologist.
[CUSTOMER][NEUTRAL] OK, what's the surgeon, uh, those benefits?
[AGENT][POSITIVE] I'm working, I'm work, I apologize, I'm trying.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] It's, it's a Monday morning over here. I don't know about where you are. I mean, it's really Monday here.
[CUSTOMER][NEUTRAL] Oh, I know.
[AGENT][NEUTRAL] It's like 2000
[CUSTOMER][NEUTRAL] Like nothing wants to work right, does it?
[AGENT][NEUTRAL] Right, it's $2000 per calendar year. Now that is a verification of coverage and not a guarantee of payment.
[CUSTOMER][NEUTRAL] So they pay a max of 2000? OK.
[AGENT][POSITIVE] That's correct, and he has not used that, of course, for [PII]. And it's been a pleasure to assist you with those benefits, [PII]. Thank you for your patience. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I think that's it and I'm sorry I didn't get your name.
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][POSITIVE] All right thank you so much.