AccountId: 011433970860
ContactId: 174070c3-6af3-428f-b045-ee5cf30aaef3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 192869 ms
Total Talk Time (AGENT): 37329 ms
Total Talk Time (CUSTOMER): 111003 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/174070c3-6af3-428f-b045-ee5cf30aaef3_20250130T17:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning. Uh, my name is [PII]. I'm calling from uh Memorial Hospitalre Services Department and also from doctor, um, who's the doctor here?
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Mm mm mm. The nurse practitioner is the one prescribing, so let me just see.
[CUSTOMER][NEUTRAL] Doctor [PII], um, on a patient that, uh, doctor ordered for him to do, uh, iron infusions.
[CUSTOMER][NEUTRAL] And uh the patient is uh the spouse of the insured, uh,
[CUSTOMER][NEUTRAL] Member and um
[CUSTOMER][NEUTRAL] We wanted to see what would be the process to obtain pre-authorization if it's needed.
[AGENT][NEUTRAL] OK, I can take a look at that and what's a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And what's the policy number?
[CUSTOMER][NEUTRAL] The policy number is
[CUSTOMER][NEUTRAL] 10
[CUSTOMER][NEUTRAL] 7
[CUSTOMER][NEUTRAL] 339.
[CUSTOMER][NEUTRAL] 20101.
[AGENT][NEUTRAL] That's not one of our policy numbers. Do you have another number?
[CUSTOMER][NEUTRAL] Let me check the card because I just, I was just there and let me check the card again.
[CUSTOMER][NEUTRAL] I, I grabbed the phone number from the
[CUSTOMER][NEUTRAL] From the actual card. Um
[CUSTOMER][NEUTRAL] Outpatient hospital benefit certification number 0226.
[CUSTOMER][NEUTRAL] 805.
[CUSTOMER][NEUTRAL] 8 M as in Mary, L as in Louis, 8.
[AGENT][NEUTRAL] Thank you and verify the name and date of birth.
[CUSTOMER][NEUTRAL] Um, the, uh, patient.
[CUSTOMER][NEUTRAL] It's uh [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright thanks [PII], you're calling in regards to prior authorization?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, uh, this policy does not require any prior op.
[CUSTOMER][NEUTRAL] I'm just wondering because they appear with the Cigna insurance too.
[CUSTOMER][NEGATIVE] It's so confusing.
[AGENT][NEUTRAL] And this is a gap policy. It's secondary to the major medical insurance policy.
[CUSTOMER][NEUTRAL] Right. Yeah, so this is not it.
[CUSTOMER][NEUTRAL] I just don't have that uh information. I just got the first one that I saw. Yeah, I gotta contact the, the primary. I think it's Cigna.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][POSITIVE] Yeah, I'm sorry.
[AGENT][NEUTRAL] Alright, well, is there anything else? That's OK. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that would be, thank you so much. Thank you.
[AGENT][POSITIVE] No problem, thanks for calling APL have a great day.
[CUSTOMER][POSITIVE] Have a great day bye bye.