AccountId: 011433970860
ContactId: c24ddeb8-eaff-4ae5-9b26-e5fcd6391e7a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 139660 ms
Total Talk Time (AGENT): 65850 ms
Total Talk Time (CUSTOMER): 58180 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/c24ddeb8-eaff-4ae5-9b26-e5fcd6391e7a_20250228T17:49_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] calling from Doctor [PII]'s office, checking to see if authorization is required for an inpatient surgery, please.
[AGENT][POSITIVE] OK. Happy to take a look. [PII]. Do we have a policy number?
[CUSTOMER][NEUTRAL] Um, yes, we do. Hang on just a second.
[CUSTOMER][NEUTRAL] Oh, let's see.
[CUSTOMER][NEUTRAL] Um, insurer coverage group, um, effective date, um.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Do
[CUSTOMER][NEUTRAL] Which number are you looking for? A payer ID?
[AGENT][NEUTRAL] No, do you have, is there a certificate number for like inpatient or outpatient or?
[CUSTOMER][NEUTRAL] Oh, yes, um, inpatient hospital um benefits, um, inpatient is 02460377, Michael Larry 7.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, perfect.
[AGENT][POSITIVE] Perfect. Thanks, [PII]. Let's take a look.
[AGENT][NEUTRAL] OK. And then what is the uh patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Uh, [PII] [PII].
[AGENT][NEUTRAL] Thank you. All right. So [PII]'s policy is still active, the effective date of [PII]. We are the member's secondary insurance, so this is gonna cover deductible, co-pay, and co-insurance that the primary does not. No pre-authorization is needed. Uh, their inpatient benefit max for the calendar year is 2500.
[CUSTOMER][NEUTRAL] That is what I needed. Is there a reference number for our call today?
[AGENT][NEUTRAL] Absolutely, that's gonna be my name with my last initial, then today's date. My name again is [PII], which is [PII] My last initial is [PII].
[CUSTOMER][POSITIVE] Thank you very much.
[AGENT][POSITIVE] You're welcome, [PII]. Have a good day.
[CUSTOMER][NEUTRAL] You too
[AGENT][NEUTRAL] Bye bye.