AccountId: 011433970860
ContactId: 6b8974a8-b7a4-46ac-af82-536505809b10
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 198479 ms
Total Talk Time (AGENT): 100628 ms
Total Talk Time (CUSTOMER): 70364 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/6b8974a8-b7a4-46ac-af82-536505809b10_20250624T18:00_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] You're welcome bye bye.
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] from Doctor [PII]'s office, and I'm just trying to see if a um procedure will require prior authorization.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, you're wanting to find out what is the prior authorization is required for a member, is that correct?
[CUSTOMER][POSITIVE] That is correct.
[AGENT][POSITIVE] Yes ma'am, I can help you with that. And [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII] and my extension is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you. And the member's policy number, please.
[CUSTOMER][NEUTRAL] Um, 02635534 I'm sorry 31, so 02633531.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's do that again cause that's, OK. First, you said 02635531. Is it 026? OK, and then you said 02633.
[CUSTOMER][POSITIVE] That's great.
[AGENT][NEUTRAL] So let's just start over and do again. OK.
[CUSTOMER][NEUTRAL] No 026.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] 026.
[CUSTOMER][NEUTRAL] 35531.
[AGENT][NEUTRAL] OK, thank you one moment while I get the member's information pulled up.
[AGENT][NEUTRAL] And the information that I do provide for you today, [PII], would be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] Uh, his name is [PII], and his date of birth is.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Mhm. OK, thank you.
[AGENT][NEUTRAL] OK, so I do show he is the subscriber on this policy list and on this limited benefit plan, there is no prior authorization required.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much for your help.
[AGENT][NEUTRAL] OK, well, you're welcome and then just one last thing, [PII], um, if you all end up filing a claim with us for this member once it's been processed, we do have a portal in which you should be able to check claim status in and the website that you would go to for our portal is located at secured.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, I got it. OK, thank you so much.
[AGENT][POSITIVE] All right. OK. Well, is there anything else? Yes, ma'am. You're welcome. Can I help you with anything else?
[CUSTOMER][NEUTRAL] Um, if
[CUSTOMER][NEUTRAL] Is there a call reference number by any chance?
[AGENT][NEUTRAL] You would just use my name along with today's date.
[CUSTOMER][NEUTRAL] OK, and I'm sorry, what was your first name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] [PII], OK, thank you.
[AGENT][POSITIVE] OK, well, you're welcome and again thank you for calling APL Have a great afternoon.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][POSITIVE] Yes, ma'am. Thank you. Bye bye.