AccountId: 011433970860
ContactId: 5f9ec4b7-dc27-486c-86d1-856ba7f93929
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 174940 ms
Total Talk Time (AGENT): 73701 ms
Total Talk Time (CUSTOMER): 60014 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/5f9ec4b7-dc27-486c-86d1-856ba7f93929_20250527T19:15_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, I'm trying to see if a patient would need an authorization for imaging that they scheduled.
[AGENT][NEUTRAL] OK, um, I can take a look at the policy. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] phone number [PII].
[AGENT][NEUTRAL] Thank you for that. And [PII], may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yeah, I have D as in dog, 49200333.
[AGENT][NEUTRAL] Alright, and do you have a copy of the member's ID card available?
[CUSTOMER][NEUTRAL] Uh, yes, let me get back in here.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, I've got it in front of me.
[AGENT][NEUTRAL] OK, and we're looking for the in-hospital or outpatient policy cert number?
[CUSTOMER][NEUTRAL] Uh, so I've called all the numbers on the back of the card. Um, one says multi plan and then that goes into like a thing that says like if you're looking for pre-certification like this number is only to find a provider.
[CUSTOMER][NEUTRAL] Um, then there's this pharmacy stuff, which I don't need that. And then
[CUSTOMER][NEUTRAL] There's
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Then there's the number that I called.
[CUSTOMER][NEUTRAL] Then that how I got to you that ends in [PII] and other than that I don't see anything that says pre-cert.
[AGENT][NEUTRAL] No, no, not pre-cert, policy sir, but if you, did you call the [PII] number?
[CUSTOMER][NEUTRAL] On here.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so it sounds like you're being redirected to us. So APL as a whole, um, we don't require any prior author or pre-cert because we're not a major medical insurance company, um, but it also sounds like you may be trying to reach 90 degree benefits, which is that the number, that's their policy number, and that's also the [PII] number that that you're calling.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, our number is [PII], but there's a prompt on there, no matter what you choose, it will redirect you to us. Um, so you can either
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, if, if the no offer is good for you, then that's good. If you need more information, then just call that [PII] number back and press 1 for their customer service.
[CUSTOMER][POSITIVE] One, OK, all right, perfect. I will do that.
[AGENT][NEUTRAL] Alrighty. Was there anything else I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] No, that was it.
[AGENT][POSITIVE] Alright, well, thanks for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you. Bye bye.