AccountId: 011433970860
ContactId: f527ca21-2e29-46ea-96bf-fbd9b5f5c53f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 166440 ms
Total Talk Time (AGENT): 86729 ms
Total Talk Time (CUSTOMER): 41609 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/f527ca21-2e29-46ea-96bf-fbd9b5f5c53f_20250604T14:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I am calling to verify benefits on a patient and see if pre-authorization is required.
[AGENT][NEUTRAL] OK, Miss [PII], I can help you with benefits and pre-op. May I please get your call back number and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Yes, callback number is [PII].
[CUSTOMER][NEUTRAL] And I'm calling with Christi's Mother Frances Hospital.
[AGENT][NEUTRAL] OK. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] OK, this one's gonna be on [PII] [PII].
[CUSTOMER][NEUTRAL] And the ID number I have is 1175581.
[AGENT][NEUTRAL] OK, and then, um, let me look that policy up real quick so I can get that information for you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] OK, you're very welcome. I do show that Hunter does have an active policy.
[AGENT][NEUTRAL] And the effective date is [PII]. There's no pre-op um for this policy because this is a secondary insurance. It helps with deductible, co-pay and co-insurance and is not as major medical.
[AGENT][NEUTRAL] He has, and this is just to verify his benefits, he has an inpatient benefit amount um per calendar year.
[AGENT][NEUTRAL] Of $3000.
[AGENT][NEUTRAL] And then he has an outpatient benefit amount per calendar year of $2400.
[CUSTOMER][NEUTRAL] OK. Has any of the outpatient been utilized?
[AGENT][NEUTRAL] Let me check for you real quick.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] He's used $100.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, and if I could just get a call reference number for our call?
[AGENT][NEUTRAL] Yes ma'am, you can use my name [PII] in today's date.
[CUSTOMER][POSITIVE] All right. Thank you so much. I do appreciate your help.
[AGENT][POSITIVE] You're very welcome, Miss [PII]. I hope you have a wonderful day and I appreciate you calling APL.
[CUSTOMER][POSITIVE] Yes, ma'am. Thank you so much.
[AGENT][POSITIVE] You're welcome. Bye-bye, ma'am.
[CUSTOMER][NEUTRAL] OK.