AccountId: 011433970860
ContactId: 2581a1de-7a50-4ace-b998-e53f2dae9692
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 188669 ms
Total Talk Time (AGENT): 89133 ms
Total Talk Time (CUSTOMER): 57987 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/2581a1de-7a50-4ace-b998-e53f2dae9692_20250422T16:36_UTC.wav
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[AGENT][POSITIVE] Good morning thank you for calling
[AGENT][NEUTRAL] Calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi, [PII]. Good afternoon. My name is [PII]. I'm calling from Holo Cross Medical Group. I'm calling um
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] To see if patient requires authorization, it looks like patient is scheduled for a screening colonoscopy.
[AGENT][NEUTRAL] OK [PII], so you're wanting to find out if prior required with APL, is that correct?
[CUSTOMER][POSITIVE] Yes, that is correct.
[AGENT][POSITIVE] Yes ma'am, I can help you with that and what is your?
[AGENT][NEUTRAL] Your callback number, please?
[CUSTOMER][NEUTRAL] I'm sorry, you can
[CUSTOMER][NEUTRAL] OK, I can hear you now. It's uh [PII].
[AGENT][POSITIVE] Thank you. And the member's policy number, please.
[CUSTOMER][NEUTRAL] Yes, I have a policy number of 251-433-8.
[AGENT][NEUTRAL] OK, [PII], thank you. Give me a moment please to get the member's information pulled up.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, and any information that I do provide for you will be a verification of benefits and
[AGENT][NEUTRAL] Not a guarantee of payment. What is your patient's name, please?
[CUSTOMER][NEUTRAL] It's um
[CUSTOMER][NEUTRAL] [PII], and I have a date of birth of [PII].
[AGENT][NEUTRAL] OK, thank you. So I do show she is the subscriber on the supplemental policy and
[AGENT][NEUTRAL] Because it is a supplement to the primary insurance, there is no prior authorization required with APL we will just have to receive a copy.
[AGENT][NEUTRAL] Yeah for primary insurance company's explanation of benefit with the claim for review.
[CUSTOMER][NEUTRAL] OK. Not a problem. I'll go ahead and make a note of that. Um, is there a call reference number?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes ma'am [PII], you will actually use my name that I gave you along with today's date and then one last thing, once we have processed the processed the claim here at APL, we do have a portal in which you should be able to check our claim status, and the website for the portal is located at [PII].
[CUSTOMER][POSITIVE] OK, thank you very much, [PII] for the information.
[AGENT][POSITIVE] Well, yes, ma'am. You're very welcome. And can I help you with anything else today?
[CUSTOMER][POSITIVE] No, not at right now, but thank you so much. You have a good day.
[AGENT][POSITIVE] Well, you're welcome and thank I hope you do too, and thank you again for calling AP.