AccountId: 011433970860
ContactId: 423c0cab-f510-4763-bcc3-be5824490fe2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 192380 ms
Total Talk Time (AGENT): 98004 ms
Total Talk Time (CUSTOMER): 56075 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/423c0cab-f510-4763-bcc3-be5824490fe2_20250429T17:23_UTC.wav
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[AGENT][NEUTRAL] Afternoon, thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII], and that's spelled [PII] I am calling to check and see if the patient's insurance is still effective. If it is, I'm also checking to see if authorization is required.
[AGENT][NEUTRAL] OK, [PII], so you're needing eligibility and also to verify if prior authorization is required or not, is that correct?
[CUSTOMER][POSITIVE] That is correct.
[AGENT][POSITIVE] Yes, ma'am. I can help you with those things. And what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] [PII], no extension.
[AGENT][NEUTRAL] OK, thank you. And the member's policy number, please.
[CUSTOMER][NEUTRAL] The number is 235-6134.
[AGENT][NEUTRAL] Thank you, uh, one moment please while I get the member's information pulled up.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And any information Felisa that I do provide for you today will be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] [PII] and it's [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so I said, this, um, on this supplemental policy, he is the subscriber and it is active with an effective date of [PII]. And because it is a supplement to his primary insurance, there is no prior authorization required. Now when a claim is submitted to us for review on this policy, we will have to have a copy of the primary insurance company's explanation of benefits as well for review.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] And then once we have processed our claim here at APL we do have a portal in which you should be able to check claim status and the website for our portal is located at secured.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. Alright, well thank you very much. Is there a reference number for this call?
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Well you are
[AGENT][POSITIVE] Yes, ma'am. You will actually just use my name along with today's date.
[CUSTOMER][NEUTRAL] And what's your last name first initial?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Thank you and then you said today's date [PII].
[AGENT][POSITIVE] Correct. OK.
[CUSTOMER][POSITIVE] Alright, well that's all I needed. I'll get the patient ready for their appointment.
[AGENT][NEUTRAL] R
[AGENT][POSITIVE] OK, then, well, if that's all I can help you with, thank you so much for calling APL and I hope you have a great afternoon.
[CUSTOMER][POSITIVE] You, you as well. Thank you.
[AGENT][POSITIVE] Thank you very much as well.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye-bye.