AccountId: 011433970860
ContactId: 2cf350e7-40c3-47bf-afca-8e0a800c0d9d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 217820 ms
Total Talk Time (AGENT): 97362 ms
Total Talk Time (CUSTOMER): 67234 ms
Interruptions: 1
Overall Sentiment: AGENT=2, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/2cf350e7-40c3-47bf-afca-8e0a800c0d9d_20250312T12:54_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Hey [PII], my name's [PII]. I'm calling um to see if I get an authorization for a surgery for one of our patients.
[AGENT][NEUTRAL] OK, [PII], you're wanting to find out if authorization is required, is that correct?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][POSITIVE] Yes, ma'am, I can help you with that. And [PII], what is a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. And the member's policy number please, [PII].
[CUSTOMER][NEUTRAL] Let's see, he has, I'll give you his, I guess his home number is 762.
[AGENT][NEUTRAL] No, no, no. Policy number. I need to be able to look his information up.
[CUSTOMER][NEUTRAL] Oh, policy, I'm sorry, I thought you said phone number, so sorry, policy number is let's see.
[AGENT][NEUTRAL] Uh, that's OK.
[CUSTOMER][NEUTRAL] 02576409
[AGENT][POSITIVE] OK, thank you one moment.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, [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 date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] And his
[AGENT][NEUTRAL] OK, thank you. So there is no prior authorization required on this limited benefit plan that he has with APL.
[CUSTOMER][NEUTRAL] OK, so do you have um anything I could put down like for a number? Do you guys give anything for that even though it's not often none required or just your name, I guess.
[AGENT][NEUTRAL] Are you, you mean a reference number? Yes, for a reference number, you would use my name along with today's date.
[CUSTOMER][POSITIVE] Yes, that would, that would be great.
[AGENT][NEUTRAL] And then once the claim has been received and processed, we do have a portal, [PII], the claim status should also be able to be checked in and the website that you would go to for the portal is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And that's [PII].
[AGENT][NEUTRAL] Mhm, like short for American, an abbreviation, so [PII].
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um, one moment please. I just wanna make sure I have this correct here and can you spell your name for me please?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And then today's date?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Perfect thank you so much I appreciate it.
[AGENT][POSITIVE] Well, you are certainly very welcome. And is there anything else that I can help you with this morning?
[CUSTOMER][POSITIVE] No, thank you so much.
[AGENT][POSITIVE] Well, you're welcome, [PII], and thank you for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.