AccountId: 011433970860
ContactId: 3566548b-653f-4bc3-8bfd-2597c1ce9624
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 211279 ms
Total Talk Time (AGENT): 99645 ms
Total Talk Time (CUSTOMER): 75866 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/2025/03/14/3566548b-653f-4bc3-8bfd-2597c1ce9624_20250314T19:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], I am not sure that I pressed the right button. Um, my name is [PII], and I'm calling from CRISA Health with the authorization department calling to see if one of your members require a prior authorization for a certain CPT code.
[AGENT][NEUTRAL] Prior art is not required for any of our policies?
[CUSTOMER][NEUTRAL] OK. Um,
[CUSTOMER][NEUTRAL] Can I get, uh, is it possible I can get a little bit more information? Does this patient, do, do we, do I know if this patient has any other insurance cause this is all that he has listed. Do they, they normally have another plan along with this or?
[AGENT][NEUTRAL] May I have your policy
[AGENT][NEUTRAL] May I have a policy number and I'll pull it up.
[CUSTOMER][NEUTRAL] Sure, 01715332.
[AGENT][NEUTRAL] And may I have a good call back number for you, [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and may I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for verifying that information, and he has several policies. Is this for medical, dental?
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Medical, yeah.
[AGENT][NEUTRAL] Medical, OK. One moment. Let me get that pulled up.
[AGENT][NEUTRAL] OK. So under the medical.
[AGENT][NEUTRAL] Let's see, his medical plan is no longer active, but he does have another 11 moment, I'll get that pulled up for you. These plans are always gonna be secondary. They have to have a primary policy in order to have this one.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So let me get this one pulled up and these, these plans will pick up the copays, the co-insurance, and our deductibles up to the benefit amount.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] So at this time, this is his secondary insurance, so you're saying he has another primary, correct?
[AGENT][NEUTRAL] Now with the medical that I was quoting previously, they would have a secondary, but this particular plan, this product is not administered by APL, so you would need to contact Web TPA and I can transfer you over and I'll also give you the number. It's 866. You're welcome. 866-975.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] 9458. We do not have the information on this product.
[CUSTOMER][POSITIVE] I appreciate that. I thought maybe I had the wrong number so thank you so much.
[AGENT][NEUTRAL] No, ma'am. You're welcome. One moment, I'll get you over to Web TPA. One moment.
[CUSTOMER][POSITIVE] Thank you, thank you.
[AGENT][POSITIVE] [PII], you're welcome and thank you for calling American Public Life. Have a great weekend.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you, bye bye.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Welcome