AccountId: 011433970860
ContactId: d20e5d88-e93f-47be-aa79-701526a4c2b0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126639 ms
Total Talk Time (AGENT): 54462 ms
Total Talk Time (CUSTOMER): 53700 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/d20e5d88-e93f-47be-aa79-701526a4c2b0_20250520T18:10_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] My name is [PII]. I'm with the facility. I'm checking benefits for a patient having outpatient surgery at our hospital.
[AGENT][POSITIVE] I'd be happy to assist with benefits today, [PII] if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] It's [PII] extension would be [PII].
[AGENT][NEUTRAL] And the policy number?
[CUSTOMER][NEUTRAL] That is 02456843.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII], and I do show for outpatient, the calendar year maximum is $2400. Patient does have a $100 deductible. Let me see if he's met that. Yes, he's met that for this year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So you guys pay 2400?
[AGENT][NEUTRAL] We pay up to that per year for his patient responsibility with his gap insurance.
[CUSTOMER][NEUTRAL] Is that what you said?
[CUSTOMER][NEUTRAL] OK, so is that something he files or do we file as a hospital?
[AGENT][NEUTRAL] You would file after you receive the you'll be back from the primary.
[CUSTOMER][NEUTRAL] OK, and so there's not a co-insurance amount. He just, it's covered at 100% whatever the coinsurance is up to 2400.
[AGENT][POSITIVE] Right, that's correct.
[CUSTOMER][NEUTRAL] OK, and then no office required?
[AGENT][NEUTRAL] No, not by us, right.
[CUSTOMER][NEUTRAL] Since you're secondary.
[CUSTOMER][NEUTRAL] All right, and then do you give reference numbers?
[AGENT][NEUTRAL] Reference is just gonna be my name [PII] last initial [PII], and the date and time of the call. Was there anything else I can assist with today?
[CUSTOMER][NEUTRAL] No, that's all thanks.
[AGENT][POSITIVE] Thank