AccountId: 011433970860
ContactId: 47ca5b1d-e828-4bf7-9f4a-9883403d0ba8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 262579 ms
Total Talk Time (AGENT): 138366 ms
Total Talk Time (CUSTOMER): 61618 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/47ca5b1d-e828-4bf7-9f4a-9883403d0ba8_20250529T12:24_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning, [PII]. How are you doing? I was calling to um see if I can get an update about uh uh authorization my doctor had put in for a medication.
[AGENT][NEUTRAL] OK, I'm so sorry. There's a slight echo on our call. Could you please, if I'm having a little difficulty understanding you. Could you please repeat what you said?
[CUSTOMER][NEUTRAL] Hi, dad. I'm calling to find out the status of the prior authorization my doctor put in for my medication.
[AGENT][NEUTRAL] OK, this is regarding a medication that you said your doctor has sent in a prior authorization for, is that correct?
[CUSTOMER][NEUTRAL] All right.
[AGENT][POSITIVE] Yes, ma'am. I can pull, yes ma'am. I can try and help you with this, uh, to answer your question. Who am I speaking with?
[CUSTOMER][NEUTRAL] This is [PII].
[AGENT][NEUTRAL] [PII], I'm not understanding your last name. Again, you sound very far away from the phone and there's a, and
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEGATIVE] The connection is not good.
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] [PII], is that correct?
[CUSTOMER][NEUTRAL] Yes, mhm.
[AGENT][NEUTRAL] Thank you. And Miss [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and your policy number please?
[CUSTOMER][NEUTRAL] How
[CUSTOMER][NEUTRAL] That I don't know I ahead. Give me a second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, my policy number is 02.
[CUSTOMER][NEUTRAL] 62
[CUSTOMER][NEUTRAL] 0142.
[AGENT][NEUTRAL] OK, Ms. [PII], I think I understood you to say 0262.
[AGENT][NEUTRAL] 0142. Is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so first off I need to verify several things with you for security purposes and any information provided would be a verification of benefits and not a guarantee of payment. So first off, what is your date of birth?
[CUSTOMER][NEUTRAL] Sure
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, also your home mailing address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number we have for you is the same as the one that you provided for me, so that is your best contact number, is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] Thank you and lastly your email address please.
[CUSTOMER][NEUTRAL] YES [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Now, the policy number, Ms. [PII] that you provided for me, that is actually your dental policy. You have a different policy number for your limited benefit plan that you have with APL.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That policy number is 02.
[CUSTOMER][NEUTRAL] I mean.
[AGENT][NEUTRAL] 620-141.
[CUSTOMER][NEGATIVE] OK, yeah, I think I just have the wrong card in my pocket then.
[AGENT][NEUTRAL] That's OK. Um, now, on this policy, as far as sending in a prior authorization for prescription, that is not something that would be sent to APL.
[AGENT][NEUTRAL] We have not.
[CUSTOMER][NEUTRAL] Oh you send to the pharmaceutical.
[AGENT][NEUTRAL] I'm assuming yes ma'am, um, that would not have been because no prior authorization is required on this limited benefit plan that you have with APO.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. So is there anything else that I could help you with this morning?
[CUSTOMER][POSITIVE] All right, no problem.
[CUSTOMER][NEUTRAL] No, that is all.
[AGENT][POSITIVE] OK, uh [PII]. Well then thank you for calling APL and I hope that you have a very nice day.
[CUSTOMER][POSITIVE] You as well thank you so much.
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] You too. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.