AccountId: 011433970860
ContactId: 1e4c91e0-a53f-4100-ab52-6299e5366dba
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 128538 ms
Total Talk Time (AGENT): 57726 ms
Total Talk Time (CUSTOMER): 27927 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/1e4c91e0-a53f-4100-ab52-6299e5366dba_20250306T21:26_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Carl Health to check to see if authorization is required for my patient.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, you're wanting to find out a prior authorization is we call [PII], is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] Yes ma'am, I can help you with that. And what is a good call back number for you please?
[CUSTOMER][NEUTRAL] It is [PII], excuse me, [PII].
[AGENT][NEUTRAL] Thank you and the member's policy number please, [PII].
[CUSTOMER][NEUTRAL] It is 02598030.
[AGENT][POSITIVE] OK, thank you one moment please.
[AGENT][NEUTRAL] OK, 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 and their date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII] DOB [PII].
[AGENT][NEUTRAL] OK, thank you. So no ma'am, on this limited benefit plan there is no prior authorization required.
[CUSTOMER][NEUTRAL] OK, and is there a reference number for our call?
[AGENT][NEUTRAL] Sure, you would use my name along with today's date.
[AGENT][NEUTRAL] And any if you all end up filing a claim, [PII] with APL for this member once the claim has been processed by us, we do have a portal in which you should also be able to check claim status and have access to our EOB by going to [PII].
[CUSTOMER][POSITIVE] Perfect thank you so much have a great day.
[AGENT][NEUTRAL] Well