AccountId: 011433970860
ContactId: 63d3764d-e603-40d0-984a-f5bc38384132
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 128520 ms
Total Talk Time (AGENT): 55169 ms
Total Talk Time (CUSTOMER): 46450 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/63d3764d-e603-40d0-984a-f5bc38384132_20250409T21:24_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] Uh, yes, [PII]. Uh, my name is [PII], and I was calling. I have a patient come in for a procedure and I need to know if it requires prior authorization or not.
[AGENT][NEUTRAL] OK. And may I have a, well, I can definitely help you with the prior authorization. And [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] OK, yeah, my phone number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And then the policy number is 960812.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Alright, and can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes, it's [PII], [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So the um
[AGENT][NEUTRAL] Hold on one moment, it just blinked out on me. Hold on one second. So APL doesn't require any prior authorization for any of our policies, um, because we're not the major medical.
[CUSTOMER][NEUTRAL] OK, yeah, it is a secondary to her, her primary. OK, so no PA would be required then.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, alright, do y'all give out call reference numbers?
[AGENT][NEUTRAL] 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] OK all right well I appreciate your help thank you so much.
[AGENT][POSITIVE] You're very welcome, [PII]. Was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] No, ma'am, that's all I needed.
[AGENT][POSITIVE] Alright, thanks for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye bye.