AccountId: 011433970860
ContactId: 13ec4ce1-448c-4757-8dae-4ae100200765
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 202440 ms
Total Talk Time (AGENT): 103906 ms
Total Talk Time (CUSTOMER): 104281 ms
Interruptions: 4
Overall Sentiment: AGENT=1.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/13ec4ce1-448c-4757-8dae-4ae100200765_20250207T20:46_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from facility to verify authorization requirements. Could you please help me?
[AGENT][NEUTRAL] OK. Did you say that your name is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, [PII], and you're needing to see a prior authorization as required for a number, is that correct?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, ma'am, I can help you with that. And [PII], what is your callback number?
[CUSTOMER][NEUTRAL] My callback number is [PII].
[AGENT][NEUTRAL] Thank you. And the member's policy number please, [PII].
[CUSTOMER][NEUTRAL] The member ID number is
[CUSTOMER][NEUTRAL] Sorry, it's 01896422.
[AGENT][NEUTRAL] OK, [PII], thank you. One moment, please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] And [PII], any information that I do provide for you today would be a verification of benefits and not a guarantee of payment. What is your patient's name please and their date of birth?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Patient's name is [PII] and date of birth is [PII].
[AGENT][POSITIVE] Thank you one moment.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I do show uh that he is the subscriber on the supplemental policy, Brenda, because this is a supplemental policy to his primary insurance. There is no prior authorization required with APL.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And again, the supplemental policy is active, effective [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And if a claim is submitted to APL for review, we will also have to have a copy of his primary insurance company's explanation of benefits as well.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, no authorization is required, right?
[AGENT][NEUTRAL] That is correct. And then if the claim has been once the claim has been processed rather by APL, we do have a portal in which you can check claim status and have access to our explanation of benefits and the website for that, [PII] is secured.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, thank you. Uh may I have your name, please?
[AGENT][NEUTRAL] Again, my name is [PII] and you will use my name in today's date for your call reference number.
[CUSTOMER][NEUTRAL] OK, thank you. May I have your last name?
[AGENT][NEUTRAL] [PII] and yours?
[CUSTOMER][POSITIVE] Uh, [PII]. OK, thank you. That's it for the day. Thanks for helping me today. Have a nice day.
[AGENT][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're very welcome and I hope you have a nice day as well.
[AGENT][POSITIVE] And thank you again for calling APL.
[CUSTOMER][NEUTRAL] Mm