AccountId: 011433970860
ContactId: 483e0d4c-d670-46d5-871e-3fff43394466
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119779 ms
Total Talk Time (AGENT): 47478 ms
Total Talk Time (CUSTOMER): 54378 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/483e0d4c-d670-46d5-871e-3fff43394466_20250609T14:28_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from a physician's office. I'm calling to see if this member requires any type of a prior authorization for outpatient diagnostic testing.
[AGENT][NEUTRAL] OK, um, I can look up the policy for you. May I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And the policy number you asked me for, give me one second, I'm not sure which.
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] Sure, take your time.
[CUSTOMER][NEUTRAL] 01714352
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So looking at the policy, um, there's no prior or pre-cert required because APL is not the major medical.
[CUSTOMER][NEUTRAL] OK, so no prior off is required regardless of the CPT code.
[AGENT][NEUTRAL] Right, for any APO policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, is there a reference number for my call today or anything like that?
[AGENT][NEUTRAL] Um, so there's no call reference number, but you can use my name in today's date, and again that's [PII], first initial to my last name is [PII].
[CUSTOMER][POSITIVE] In today's date and I have [PII] OK, perfect. Thank you.
[AGENT][NEUTRAL] You're welcome, [PII]. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] That's all I needed.
[AGENT][POSITIVE] All right, thanks for calling APL. I hope you have a great week.
[CUSTOMER][NEUTRAL] You do the same thanks bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.