AccountId: 011433970860
ContactId: 117d91be-0970-4cc2-9106-79352330acad
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120250 ms
Total Talk Time (AGENT): 48289 ms
Total Talk Time (CUSTOMER): 42060 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/117d91be-0970-4cc2-9106-79352330acad_20250502T12:55_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] Hey [PII], this is [PII] with Heart Solutions. I'm trying to see if this patient needs a prior authorization for echocardiogram.
[AGENT][POSITIVE] OK, well I'll be more than happy to help you with the authorization and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] It is sorry, give me one second.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Policy number is 02570313.
[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] First name [PII], last name [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. Um, so for this, for all of our policies, we don't require prior authorization because we're not the major medical insurance company.
[CUSTOMER][NEUTRAL] OK, so, um, if he gets an echocardiogram in the office there's no that's needed?
[AGENT][NEUTRAL] Right, no authorization or pre-cert required.
[CUSTOMER][NEUTRAL] OK perfect do you have a reference call number for me?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name in today's date and again that's [PII] The first initials of my last name is [PII].
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can help you with today, [PII]?
[CUSTOMER][POSITIVE] Uh, no, but that was it. Thank you.
[AGENT][POSITIVE] Alright, thanks for calling APL have a great weekend.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.