AccountId: 011433970860
ContactId: 07f98692-68c5-46ba-9a3f-0a8ab5edc522
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 150960 ms
Total Talk Time (AGENT): 66975 ms
Total Talk Time (CUSTOMER): 55718 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/07f98692-68c5-46ba-9a3f-0a8ab5edc522_20250523T13:01_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], initial [PII]. I'm calling to see if authorization is required for a procedure code, and can I get the initial of your last name, please?
[AGENT][NEUTRAL] Sure, it's [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And um [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Mhm, contact number is [PII]. Policy number is 02592448.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that. And all the information provided is a verification of benefits, not a guarantee of payment. So there's no prior off or pre-cert required for any APL policy because we're not the major medical insurance company.
[CUSTOMER][NEUTRAL] OK, so who is because I need to make sure this procedure code don't need an authorization.
[AGENT][NEUTRAL] Let me see who their primary is. Hold on one second.
[AGENT][NEUTRAL] Blue Cross Blue Shield of South Carolina.
[CUSTOMER][NEUTRAL] And they would be able to pull it up by this policy?
[AGENT][NEUTRAL] No, they have, um, Blue Cross Blue Shield has their own policy number, own benefits. We're just second to them.
[CUSTOMER][NEUTRAL] See this is the only OK.
[CUSTOMER][NEGATIVE] Because this is all they have on, they don't even have Blue Cross Blue Shield up here. They only have the commercial generic pair. Yeah, that's why I called.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK. Um, yeah, we.
[CUSTOMER][NEUTRAL] They don't have a they don't have a primary.
[AGENT][NEUTRAL] Yeah, I don't they do, it's Blue Cross Blue. Oh, you're saying in the system. Yeah, you would just have to reach out to the member, um, because I, I just see the name like I don't have a number or anything to give you, like policy, unfortunately, sorry.
[CUSTOMER][NEUTRAL] Yeah, I don't see it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, thank you, [PII], can I get a reference number for our call?
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name in today's date.
[CUSTOMER][POSITIVE] All right thank you have a great day.
[AGENT][POSITIVE] You're welcome, [PII]. Was there anything else I can help you with?
[CUSTOMER][NEUTRAL] That would be it.
[AGENT][POSITIVE] All right, have a great weekend.
[CUSTOMER][NEUTRAL] You do the same.
[AGENT][POSITIVE] Thank you. Bye-bye.