AccountId: 011433970860
ContactId: 446f285d-76fd-4558-81af-e15a318e7f1a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 234470 ms
Total Talk Time (AGENT): 114485 ms
Total Talk Time (CUSTOMER): 77779 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/446f285d-76fd-4558-81af-e15a318e7f1a_20250228T15:24_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] Hello, [PII]. My name is [PII] lasts initial as the exam, calling on behalf of the doctor's office to verify free certification requirements and please be advised that this call is recorded for quality and monitoring purposes.
[AGENT][NEUTRAL] OK, [PII], so you're needing to see if pre-certification is required for a member, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, I can help you with that. And what is your callback number, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and the member's policy number, please.
[CUSTOMER][NEUTRAL] Uh yeah. D like Delta, 43731661.
[AGENT][NEUTRAL] OK, thank you, but that is not the policy number for American Public Life. That is a 90 degree benefit number.
[AGENT][NEUTRAL] Were you trying to reach 90 degree benefits or are you trying to reach American public life?
[CUSTOMER][NEUTRAL] Uh, yeah.
[CUSTOMER][NEUTRAL] Yeah, I just
[CUSTOMER][NEUTRAL] Yeah, I just um called them and they told me that this is the number for the carrier. So,
[AGENT][NEUTRAL] OK, so do you have another ID number? Because I can't look up the member's information. Do you have the full social security number?
[CUSTOMER][NEUTRAL] I got here.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh yeah, I have it here. [PII].
[AGENT][NEUTRAL] [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] OK, so one moment please.
[AGENT][NEUTRAL] And read any information that I do provide for you today would be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so on this limited benefit plan that she has with APL, there is no prior authorization or pre-certification required.
[CUSTOMER][NEUTRAL] Oh, again, so for patient name, [PII]. CPT code 93,660, um, you said that there's no prior authorization, uh, there's no prior.
[AGENT][NEGATIVE] No, sir, because this is not correct. Yes. There's no prior authorization required on this policy.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK, no prior authorization required.
[AGENT][NEUTRAL] And the correct policy, correct. And the correct policy number that you, yes, or would you like the correct policy number so that when you file the claim, you have the correct number?
[CUSTOMER][NEUTRAL] Yeah, do you have a color brand?
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] The policy number for APL is 253-791-1.
[AGENT][NEUTRAL] And then once we have processed the claim, we do have a portal red in which you can check claim status and our portal website is secured.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And for your breath
[CUSTOMER][NEUTRAL] Yeah, um,
[CUSTOMER][NEUTRAL] Yeah, sure. The reference number, the car reference, please.
[AGENT][NEUTRAL] My name that I gave you along with today's date, and the first initial to my last name is also [PII].
[CUSTOMER][POSITIVE] Thanks, [PII]. Have a great day ahead. Bye-bye.
[AGENT][NEUTRAL] I
[AGENT][POSITIVE] Alright, thank you again for calling APO Road if that's all I can help you with, and I hope you have a great weekend.
[CUSTOMER][POSITIVE] Mhm thank you.