AccountId: 011433970860
ContactId: e8b3a120-57a6-45fb-ada1-470879dfd678
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 266920 ms
Total Talk Time (AGENT): 115910 ms
Total Talk Time (CUSTOMER): 111040 ms
Interruptions: 2
Overall Sentiment: AGENT=1.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/e8b3a120-57a6-45fb-ada1-470879dfd678_20250514T18:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from Advanced Urology Study Center. How are you doing today?
[AGENT][POSITIVE] I'm doing well, Ms. [PII]. How are you doing today?
[CUSTOMER][POSITIVE] I'm doing well, thank you for asking. Mhm.
[AGENT][NEUTRAL] Um, how can I help you?
[CUSTOMER][NEUTRAL] Yeah, I have a patient that's having an outpatient procedure done or ambulatory surgery center. I'm needing to see if they are, they have an active plan as well to see if authorization will be required and if this will be a covered service.
[AGENT][NEUTRAL] OK, I can help you with the benefits for patient Ms. [PII]. May I please get your callback number just in case the call is dropped?
[CUSTOMER][NEUTRAL] Yeah, [PII] [PII].
[AGENT][NEUTRAL] Thank you. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] Um, [PII], the ID number is.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] A as in Apple. H as in Hotel 661-0705
[AGENT][NEUTRAL] OK, do you see another number that's not one of our policy numbers for APL.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Hold on, let me
[CUSTOMER][NEUTRAL] Let me see, this is the number it's on the back of the card, um.
[AGENT][NEUTRAL] It may start with um a 01 or 02 and it may even be under inpatient cert number or outpatient cert number.
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] OK, 02581313.
[AGENT][NEUTRAL] OK, let me look that up.
[AGENT][NEUTRAL] OK, I have them pulled up and the insured is eligible. The um the policy is active. The effective date is [PII].
[CUSTOMER][NEUTRAL] That.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And no pre-authorization is required because this is not the primary insurance. Uh, this is just to verify benefits, it's not a guarantee of payment. This is a supplemental policy that helps with deductible co-pay, co-insurance.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Oh, it's a supplemental policy, OK.
[AGENT][NEUTRAL] Um, they have.
[AGENT][NEUTRAL] Yes ma'am, they have an outpatient benefit amount per calendar year of $3150.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] And it does help in a physician's office or urgent care center, MRI imaging center or an ambulatory center.
[CUSTOMER][NEUTRAL] OK. All right. And this is American Public Health, is that right?
[AGENT][NEUTRAL] American Public Life.
[CUSTOMER][POSITIVE] A public life. OK. Perfect.
[CUSTOMER][NEUTRAL] OK, this is a supplemental plan. Got you.
[CUSTOMER][NEUTRAL] OK, you said no authorization required for this one.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Yes ma'am, that's correct.
[CUSTOMER][NEUTRAL] Alright, [PII], do you have a call reference number um and a first initial of a last name?
[AGENT][NEUTRAL] Yes ma'am, it's [PII] and today's date and the last initial is A.
[CUSTOMER][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] TO you said [PII]?
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, you said today's date, that's the call uh call reference number.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] All right. Thank you so much for your help.
[AGENT][POSITIVE] You're very welcome, Miss [PII]. Thank you for calling ATL today. Is that everything I can do for you?
[CUSTOMER][POSITIVE] Um, that's everything, thank you. Mhm.
[AGENT][POSITIVE] OK, well, you take care. Thank you for calling. Bye-bye, ma'am.
[CUSTOMER][NEUTRAL] You too. Uh-huh, bye-bye. Bye-bye.