AccountId: 011433970860
ContactId: 194b6e69-bc60-4e94-8f91-3f9ffc68bdc2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 121529 ms
Total Talk Time (AGENT): 62992 ms
Total Talk Time (CUSTOMER): 43074 ms
Interruptions: 0
Overall Sentiment: AGENT=2.6, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/194b6e69-bc60-4e94-8f91-3f9ffc68bdc2_20250312T14:31_UTC.wav
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[AGENT][POSITIVE] Good afternoon. I'm sorry, good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] and I was just calling um to verify eligibility on a patient and um to see if it requires authorization for her to have uh an infusion in our office.
[AGENT][POSITIVE] OK. Well, I'll be more than happy to assist you with the eligibility and the authorization.
[AGENT][NEUTRAL] And [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh huh [PII].
[AGENT][POSITIVE] Thank you for that and the member's policy number whenever you're ready.
[CUSTOMER][NEUTRAL] 02556234
[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] It's [PII]. Birth date is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I am showing the policy is active, it's been effective since [PII].
[AGENT][NEUTRAL] And you said you needed to see if infusions in office were covered on the policy, if it needed all.
[CUSTOMER][NEUTRAL] Yes, do you need the J code?
[AGENT][NEUTRAL] OK, so
[AGENT][NEUTRAL] No, um, so none of the APL policies require prior off or pre-cert because we're not a major medical insurance company.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is there a reference number for our call?
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name in today's date. The first initial to my last name is [PII].
[CUSTOMER][POSITIVE] All right, great. OK, thank you very much and I appreciate your help.
[AGENT][POSITIVE] You're very welcome and thanks for calling APL Lowes. Was there anything else I can help with?
[CUSTOMER][POSITIVE] Uh, no thank you, no, I appreciate everything you've done.
[AGENT][POSITIVE] All right, well, have a great day.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.