AccountId: 011433970860
ContactId: ff00570c-1b10-4d83-a595-763ea2be69fd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 225139 ms
Total Talk Time (AGENT): 76480 ms
Total Talk Time (CUSTOMER): 43299 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/ff00570c-1b10-4d83-a595-763ea2be69fd_20250411T12:26_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, I was calling to verify outpatient ASC benefits for a patient.
[AGENT][NEUTRAL] OK, may I ask who's calling?
[CUSTOMER][NEUTRAL] Yeah, this is Trinity Surgery Center. My name is [PII].
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] 02519686
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment, please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And her date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, [PII], and you want an outpatient benefits?
[CUSTOMER][POSITIVE] Correct. And we're an ambulatory surgery center, freestanding facility.
[AGENT][NEUTRAL] OK, the effective date is [PII]. Any benefits given over the phone is not a guarantee of payment.
[AGENT][NEUTRAL] This policy coordinates with the primary insurance?
[AGENT][NEUTRAL] Whatever the primary applies to the deductible, co-pay or co-insurance.
[AGENT][NEUTRAL] We'll pay up to a certain amount. Hold on just a moment, let me look up that outpatient benefit, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hold on one moment. I'm trying to get it to come up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, for outpatient, we'll pay up to $2,025.
[AGENT][NEUTRAL] Per covered person per plan year.
[CUSTOMER][NEUTRAL] Has any of that been met yet for her?
[AGENT][NEUTRAL] Hold on just a moment, I'll check for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] She has not met anything.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And um do you require authorization?
[AGENT][NEUTRAL] No, ma'am, we do not. It just coordinates with a primary.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And is the claims address the [PII]?
[AGENT][POSITIVE] Yes, ma'am. That's correct.
[CUSTOMER][NEUTRAL] OK, and can I just have a reference number for the call please?
[AGENT][NEUTRAL] We do not have reference numbers. You can use my name in today's date. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] That's all. Thank you.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] You too, bye bye.
[AGENT][NEUTRAL] Bye bye.