AccountId: 011433970860
ContactId: fee958f5-9ec3-4a2b-a863-e2c011ca9169
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 206100 ms
Total Talk Time (AGENT): 123929 ms
Total Talk Time (CUSTOMER): 48557 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/fee958f5-9ec3-4a2b-a863-e2c011ca9169_20250417T19:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, yes, ma'am I'm calling to verify outpatient surgery benefits for patients.
[AGENT][POSITIVE] OK, I can help you with benefits. Can I please get your name and your callback number in case our call is disconnected?
[CUSTOMER][NEUTRAL] Mhm. My name is [PII].
[CUSTOMER][NEUTRAL] And my phone number is [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is the name of the facility you're calling for?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm calling from Piedmont Augusta Hospital.
[AGENT][POSITIVE] OK. Thank you, Miss [PII].
[AGENT][NEUTRAL] OK, and then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, [PII] S. Uh date of birth is [PII].
[CUSTOMER][NEUTRAL] And the policy number is 02513068.
[AGENT][NEUTRAL] OK, let me look up that patient real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, I do show that [PII] does have an active policy with us and her effective date of the policy is [PII].
[AGENT][NEUTRAL] And this is just to verify her benefits it's not a guarantee of payment let me pull up her policy to see if she has OK so she has um.
[AGENT][NEUTRAL] She has accident and sickness surgical benefit in a physician's office once per calendar year that pays $125.
[AGENT][NEUTRAL] And then she also has accident and sickness surgical benefit in a facility once per calendar year that pays $500.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Facility once per year pays $500. OK, so would authorization or anything be required for that or no?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Uh, let me see what group she's with real quick to check on that.
[AGENT][NEUTRAL] I'm gonna go ahead and transfer you on over to multi plan.
[AGENT][NEUTRAL] So that you can see uh if you're in the list of providers for them it's gonna be a brief hold while I transfer you. I'm gonna give you the phone number just in case the call is disconnected.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's [PII] and that way you can check to see if you guys are one of their providers, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] Alright and then on our end no she does not have to have pre-authorization as far as APL goes, but we just wanna make sure that you're in that provider network. OK, it's gonna be a brief hold while I transfer you. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] No, that will be all.
[AGENT][POSITIVE] OK, well, you have a happy [PII] and thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you you as well.
[AGENT][POSITIVE] Mm bye-bye, ma'am. You're welcome.
[CUSTOMER][NEUTRAL] Questions about your