AccountId: 011433970860
ContactId: 363722aa-bc2f-4110-8f62-b6564cce5564
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 214070 ms
Total Talk Time (AGENT): 94960 ms
Total Talk Time (CUSTOMER): 64799 ms
Interruptions: 2
Overall Sentiment: AGENT=2.5, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/363722aa-bc2f-4110-8f62-b6564cce5564_20250325T15:00_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] Hi [PII], my name is [PII], and I am calling to check if prior office is required for a member. I had called earlier and I was given the number to multiplan and I was transferred. However, the um automated doesn't give me the option to speak to anybody regarding that.
[AGENT][NEUTRAL] OK, so [PII], you're needing to find out if prior authorization is required on a member?
[CUSTOMER][POSITIVE] Correct, yes.
[AGENT][POSITIVE] Yes, ma'am, I can help you with that. And what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] That is [PII].
[AGENT][POSITIVE] Thank you and the member's policy number, please.
[CUSTOMER][NEUTRAL] And that is.
[CUSTOMER][NEUTRAL] 02594640
[AGENT][POSITIVE] OK, thank you, so give me a couple of moments please to get the member's information pulled up.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And any information that I do provide for you, [PII] would be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] And this is for [PII]. Date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] So I do show that Mr. [PII] is the subscriber on this limited benefit plan, Rosemary, and the policy is active, effective [PII].
[AGENT][NEUTRAL] And because this is a limited benefit plan, there is no prior authorization required.
[CUSTOMER][NEUTRAL] I see, OK.
[CUSTOMER][POSITIVE] Wonderful and um that was actually all that I needed.
[AGENT][NEUTRAL] Yes ma'am. And then once the claim has been filed and processed, do you have
[AGENT][NEUTRAL] OK, um, once the claim has been processed by APL Rosemary, we also have a portal in which you should be able to check our claim status, and our portal website which you would go to for that is secured.
[CUSTOMER][NEUTRAL] You go ahead.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And is there anything else that I can help you with this morning?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Uh, no, the, the only other thing I would need is the first initial to your last name, and if there's a call reference number I'll take that.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, the reference number would be my name and today first initials my last name is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Yeah.
[CUSTOMER][POSITIVE] Alright, well thank you so much for your help today.
[AGENT][POSITIVE] Well, you are certainly very welcome. So if that is all I can help you with, [PII], thank you again for calling APO and I hope you have a wonderful day.
[CUSTOMER][POSITIVE] Thank you you as well bye bye.
[AGENT][POSITIVE] Yes, ma'am. Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.