AccountId: 011433970860
ContactId: 2cad2194-abd1-4411-94cd-050b4f14abaf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 206889 ms
Total Talk Time (AGENT): 77093 ms
Total Talk Time (CUSTOMER): 72592 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/2cad2194-abd1-4411-94cd-050b4f14abaf_20250401T18:31_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello
[CUSTOMER][NEUTRAL] I'm trying to
[AGENT][NEUTRAL] I'm sorry, you sound really far away. I can't hear you.
[CUSTOMER][NEUTRAL] Sorry, it's better now?
[AGENT][NEUTRAL] Yes, can you repeat? well, everything.
[CUSTOMER][NEUTRAL] Uh, yeah, don't worry. So, um, I'm calling you from a facility and I'm trying to check if the CPT code requires authorization for one of our patients, please.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, well, I can definitely help you with the prior authorization. And may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] For sure, my name is [PII]. Last name [PII], and I have callback number [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] This will be 02365912.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] OK, and, and uh may I know your last name initial, please?
[AGENT][NEUTRAL] Sure, it's [PII].
[CUSTOMER][POSITIVE] Perfect thank you.
[AGENT][NEUTRAL] You're welcome. And I just need you to um verify the member's first and last name and date of birth.
[CUSTOMER][NEUTRAL] This one is [PII], date of birth of [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. Um, so, um, we don't require prior authorization for any of the APL policies because we're not the major medical.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So that means that you're not primary.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, so you're secondary.
[AGENT][NEUTRAL] Yes, so let me double check for this number.
[CUSTOMER][NEUTRAL] Uh, no priorization.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Right, so this is a hospital indemnity policy, so they may have other insurance. If this is the only insurance, um, it could be primary also. So, um, we just can't see on our end if there is another insurance.
[CUSTOMER][NEUTRAL] OK, so, um, just to confirm, and prior authorization won't be required and patient is currently active, is that correct?
[AGENT][POSITIVE] Yes, that's correct. Um, the policy has been active.
[AGENT][NEUTRAL] Hold on.
[AGENT][NEUTRAL] Since [PII].
[CUSTOMER][POSITIVE] OK, perfect. Well thank you so much for that information. Do you have any call reference number for me?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name in today's date, and again, the first initial of my last name is [PII].
[CUSTOMER][POSITIVE] Perfect. Well, thank you so much for that information, [PII]. I really appreciate it. Have a nice day.
[AGENT][POSITIVE] You also, and thanks for calling APL. I hope you have a great day as well. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye bye.