AccountId: 011433970860
ContactId: 3f202a7e-07ee-4a3c-b8e7-e7b660fb8531
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 239779 ms
Total Talk Time (AGENT): 119067 ms
Total Talk Time (CUSTOMER): 81757 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/3f202a7e-07ee-4a3c-b8e7-e7b660fb8531_20250512T12:32_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] OK.
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm with Lake Covin Regional Hospital in [PII], and we have a patient on our behavior health unit that has this insurance, and I'm trying to figure out um if uh authorization is required and how do I obtain that.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, I'm so sorry. You needed to know about prior authorization, [PII], and what was the other question?
[CUSTOMER][NEUTRAL] Um, and how do I acquire it? It's for inpatient mental health.
[AGENT][NEUTRAL] OK, so you're just needing to OK, so I can help you as far as authorization goes. What is a good callback number for you, [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. And the member's policy number, please.
[CUSTOMER][NEUTRAL] 02608937.
[AGENT][NEUTRAL] OK, thank you. One moment while I get the policy information pulled up please.
[AGENT][NEUTRAL] And [PII], any information that I provide for you will be a verification of benefits and not a guarantee of payment. What is your patient's name, place, and date of birth?
[CUSTOMER][NEUTRAL] His name is hold on half a second, my papers are all stuck together. [PII].
[AGENT][NEUTRAL] OK, yeah. Mhm.
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. So I do show that Mr. [PII] is the subscriber on this policy and there is no prior authorization required with APO on this policy.
[AGENT][NEUTRAL] This is not major medical insurance, it's a limited benefit plan and therefore no prior author is required.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, um, do they just submit the bill to the submit claims address on the card I assume.
[AGENT][NEUTRAL] Yes, ma'am, that and that, let's see, and that is for IMA is that correct?
[AGENT][NEUTRAL] A PO box too, yes, ma'am, that is correct. Now, once the claim has been submitted and processed, [PII] does have a portal in which claim status should be able to be checked.
[CUSTOMER][NEUTRAL] Yes, that's uh.
[CUSTOMER][NEUTRAL] Yeah, OK.
[AGENT][NEUTRAL] And that website for our portal is located at [PII].
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] [PII] and then do [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Alright, and is there a call reference for this a number?
[AGENT][POSITIVE] Yes, you would, yes, ma'am, you would use my name that I gave you along with today's date.
[CUSTOMER][NEUTRAL] OK, I'm sorry, what was your name again, please?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], OK. And [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII] to get to date and then [PII], right.
[AGENT][POSITIVE] Yes, ma'am. That is correct.
[CUSTOMER][POSITIVE] OK, I got it. Thank you so much. I appreciate it.
[AGENT][POSITIVE] Well, you are certainly very welcome. Is there anything else I could help you with this morning?
[CUSTOMER][NEUTRAL] Nope, that's all I needed.
[AGENT][POSITIVE] OK, well then, thank you again for calling APL and I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you you too bye.
[AGENT][POSITIVE] Thank you. Bye-bye.