AccountId: 011433970860
ContactId: 65e96526-a57c-4706-86fc-cceef8bf1048
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 132339 ms
Total Talk Time (AGENT): 50800 ms
Total Talk Time (CUSTOMER): 59800 ms
Interruptions: 0
Overall Sentiment: AGENT=2.8, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/65e96526-a57c-4706-86fc-cceef8bf1048_20250318T20:29_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] Hi [PII], my name is [PII]. I'm calling from the Memorial Hospital Pre Services department. How are you today?
[AGENT][POSITIVE] I'm doing well, [PII]. How are you?
[CUSTOMER][POSITIVE] I'm doing good thank you. I'm giving you a call because I am just trying to um confirm eligibility for a patient.
[AGENT][POSITIVE] OK, well, I can definitely help you with the eligibility. And [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Uh, yes, of course, the policy number that I see here, excuse me, sorry, it's hold on one second, I'll make sure I'm giving you the right, OK, um, yeah, 02518304.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] date of birth [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment, and I am showing that the policy is active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] OK, perfect. [PII]. Um, now for this plan, um, for diagnostic imaging done like outpatient, is does that require any type of um prior authorization?
[AGENT][NEUTRAL] So, um, none of our APL policies require prior author pre-cert because we're not major medical.
[CUSTOMER][POSITIVE] OK, OK, perfect, so I'll make a note.
[CUSTOMER][NEUTRAL] Um, do you happen to have a call reference number?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name, which is [PII], first initial to my last name is [PII], and then today's date.
[CUSTOMER][POSITIVE] Thank you so much. I appreciate all your help. You have a great day.
[AGENT][POSITIVE] You're welcome, [PII]. You also, was there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that was everything thank you.
[AGENT][POSITIVE] Alright, thanks for calling APO bye bye.
[CUSTOMER][NEUTRAL] Bye.