AccountId: 011433970860
ContactId: 5a5a00b5-c802-4a4d-ae1a-b1184e9d43ad
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 218559 ms
Total Talk Time (AGENT): 74023 ms
Total Talk Time (CUSTOMER): 89079 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/5a5a00b5-c802-4a4d-ae1a-b1184e9d43ad_20250217T18:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good morning. My name is [PII]. um, I am just calling to see if um you're able to check if pre-certification is needed uh for a patient.
[AGENT][POSITIVE] Yeah, absolutely. Do we have a policy number?
[CUSTOMER][NEUTRAL] Um, I have their member ID. Is it that one?
[AGENT][POSITIVE] Yeah, that should work.
[CUSTOMER][NEUTRAL] OK, um, member ID that I have for patient is D like David 46802018.
[AGENT][NEUTRAL] OK, thank you so much. Unfortunately, yeah, that number I can't pull them with. Do you have their name or social? I can try that way.
[CUSTOMER][NEUTRAL] Um, let me see if I have their social. Yes, uh, so first name is [PII], last name [PII]. um the social I have is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, thank you so much let me take a look here.
[AGENT][NEUTRAL] And then if you could just give me [PII]'s date of birth.
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] Thank you. Alright, so [PII] does have an active plan with us. The effective date is [PII] if you need that. Uh, no pre-authorization is required. Do you need his policy number?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, um, his policy number is going to be 02.
[AGENT][NEUTRAL] 520645.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then are you able to verify if this um the APL is his primary or secondary insurance?
[AGENT][NEUTRAL] We don't have that information, so yeah, you would have to check with the insured. Um, not sure.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, so, um, you said no authorization is required for any services?
[AGENT][POSITIVE] Correct, yeah, no pre-op is required.
[CUSTOMER][NEUTRAL] OK, um, just wanted to check and that's OK with outpatient um procedure?
[AGENT][NEUTRAL] Yes, ma'am. Uh-huh.
[CUSTOMER][NEUTRAL] OK perfect um I will go ahead and update that on my system um and would we have a call reference number for this call?
[AGENT][NEUTRAL] Yes, absolutely. So call references my name with my last initials and today's date. My name again is [PII], that's [PII] Last initial is [PII], and then just today's date.
[CUSTOMER][POSITIVE] OK perfect uh thank you so much sir I do appreciate it.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][POSITIVE] All right you too bye bye.
[AGENT][NEUTRAL] Bye bye