AccountId: 011433970860
ContactId: 32afdc1d-9df7-4254-8dea-d131a514a45a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 390209 ms
Total Talk Time (AGENT): 86308 ms
Total Talk Time (CUSTOMER): 116061 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/32afdc1d-9df7-4254-8dea-d131a514a45a_20250305T17:14_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, hi, [PII]. Um, this is [PII] from um Cryo Autism Therapy.
[AGENT][NEUTRAL] OK, and how may I assist you today then?
[CUSTOMER][NEUTRAL] Um, yes, I'm just said.
[CUSTOMER][NEUTRAL] Uh, few questions regarding an or like submitting an authorization request.
[AGENT][NEUTRAL] OK. And um then may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Um, sure. It is 877-264.
[CUSTOMER][NEUTRAL] 674-7.
[AGENT][POSITIVE] Thank you for that.
[CUSTOMER][NEUTRAL] Member ID is that what you mean?
[CUSTOMER][NEUTRAL] Like the policy number?
[AGENT][NEUTRAL] Yes, the policy number, um, it should start with a 01 or 02.
[CUSTOMER][NEUTRAL] Let me check.
[CUSTOMER][NEGATIVE] I think this is not the one.
[CUSTOMER][NEUTRAL] Uh, South Carolina Medicaid, are you the one?
[CUSTOMER][NEUTRAL] Handling this or no?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Uh, South Carolina Medicaid.
[AGENT][NEUTRAL] No, um, we're not affiliated with Medicaid or Medicare.
[CUSTOMER][NEUTRAL] Oh, OK, let me see.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] One moment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me just read the notes to cover.
[CUSTOMER][NEUTRAL] whose number is for the pharmacy.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Um, well, my only question is, we're actually trying to
[CUSTOMER][NEUTRAL] Uh, we're already talked to the like the member, but we haven't received the.
[CUSTOMER][NEUTRAL] Um, insurance or the member IDF, um, my only question is like a general question.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] On how to submit an authorization request.
[AGENT][NEUTRAL] Um, so I
[AGENT][NEUTRAL] APL does not require um any prior authorizations or pre-certifications, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Because we're not the major medical insurance. If you're wanting to send one in, we can process is this for medical or dental?
[CUSTOMER][NEUTRAL] Uh, medical for ABA services behavioral health.
[AGENT][NEUTRAL] OK, yeah.
[AGENT][NEUTRAL] No, um, so no office required. Um, if it was dental, we can, um, submit the estimates, but nothing for medical, so there's no author required.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, was it
[CUSTOMER][NEUTRAL] That's for ABA services.
[AGENT][NEUTRAL] There's no prior authorization or pre-set required for any APL policy.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Aviation for.
[CUSTOMER][NEUTRAL] For any APL policy.
[CUSTOMER][NEUTRAL] Got it. And what's your payer ID?
[AGENT][NEUTRAL] It is 60801. Well, it depends. Um, hold on, it depends on the type of policy that they have, um.
[AGENT][NEUTRAL] The claim would either go to
[CUSTOMER][NEUTRAL] So we, we need to get the member ID.
[AGENT][NEUTRAL] Yes, so that we can see what type of policy they have and who um the claims go to.
[CUSTOMER][NEUTRAL] Uh, is it the same as submitting claims like getting the address or you only have one address for submitting claims?
[AGENT][NEUTRAL] No, there's multiple. That's why we need the policy number so we can see which specific policy they have to tell you where the claims go to.
[CUSTOMER][NEUTRAL] Oh, OK. One moment, ma'am. Um, can you just give me like a few minutes? Let me see if there's the policy number here. Let me just read all the notes. One moment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] One moment, [PII], sorry.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's right, um, let me just look into this one first and then I'll just give you a call back.
[AGENT][NEUTRAL] OK, well, was there anything else I could assist you with today?
[CUSTOMER][POSITIVE] I'm good I'm good, thank you, [PII].
[AGENT][POSITIVE] You're welcome and thanks for calling APL. It's OK. I hope you have a great day.
[CUSTOMER][NEUTRAL] Sorry about the delay.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.