AccountId: 011433970860
ContactId: 1a34dff8-2f18-407c-ad50-6971b4943dd0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 303200 ms
Total Talk Time (AGENT): 129732 ms
Total Talk Time (CUSTOMER): 86685 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/1a34dff8-2f18-407c-ad50-6971b4943dd0_20250512T18:14_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] Yes, I'm got a patient. I need to get a surgery approved and um she only thing she had was her phone to verify she had this insurance so I need to.
[CUSTOMER][NEUTRAL] See what I can do to get her approved for surgery.
[AGENT][NEUTRAL] OK, are you needing to verify benefits? Are you needing just eligibility? Are you trying to find out if a prior author is required?
[CUSTOMER][NEUTRAL] Seeing if a prior authorization is required.
[AGENT][NEUTRAL] OK, yes, ma'am. Well, I can help you with that, and who am I speaking with?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you and [PII], what is a good call back number for you please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and the member's policy number please, [PII]?
[CUSTOMER][NEUTRAL] I don't have it that's what I'm saying. I, I'm gonna have to give you her social and date of birth and.
[AGENT][NEUTRAL] So what is her full social please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you one moment please.
[AGENT][NEUTRAL] [PII], is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so as and she's this primary policy holder?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And what did it show on her phone as her effective date?
[CUSTOMER][NEUTRAL] Um, I'm not really sure, um, it was just verified. Let me get back to her.
[AGENT][NEUTRAL] Cause we don't have any, we do not have a policy issued under that Social Security number.
[CUSTOMER][NEUTRAL] See if I can see that.
[CUSTOMER][NEUTRAL] Mm let me look.
[AGENT][NEUTRAL] [PII]. No, ma'am, we do not have a so I mean a policy issued by American Public Life.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, there's a different, it's under [PII].
[CUSTOMER][NEUTRAL] [PII], try this 1 418-470-570.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Oh, I have a I have the ID now, the subscriber ID. I see it. It's um 02.
[AGENT][NEUTRAL] I've got it, I believe. Uh-huh. Go ahead. You can verify that what you have is correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 02609441
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] That's correct. OK.
[AGENT][NEUTRAL] OK, and again, any information provided would be a verification of benefits and not a guarantee of payment, [PII], what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and her date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so I do show that she is the spouse of the subscriber on this policy and this limited benefit plan is active, effective 324 [PII] 25, and there is no prior authorization, [PII] required with this plan since it's not major medical insurance.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do you have a like a reference for this call?
[AGENT][NEUTRAL] Sure you would use my name that I gave you along with today's date and then if you all do file a claim um for this member, once the claim has been processed, we do have a portal in which you should be able to check claim status in and the website for that Amy is secured.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And what did you say your name was again?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, thank you [PII].
[AGENT][POSITIVE] Well, you're welcome. So again, if that is all I can help you with, thank you for calling APO [PII], and I hope you have a nice afternoon.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you