AccountId: 011433970860
ContactId: 707f347c-5efe-4435-820a-af14b3f0ddfe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 117410 ms
Total Talk Time (AGENT): 52968 ms
Total Talk Time (CUSTOMER): 52439 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/707f347c-5efe-4435-820a-af14b3f0ddfe_20250304T15:39_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] I'm sorry, what's your name again?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Alright, [PII], thank you. Um, my name is [PII] calling with Wellstar. I'm calling to see, um, as far as benefits information and if authorization is required for some CPT codes for a member.
[AGENT][NEUTRAL] OK, I can verify benefits for you. And Ms. [PII], what's that policy number, please?
[CUSTOMER][NEUTRAL] It is 01636009.
[AGENT][POSITIVE] OK, thank you so much. Give me one moment, please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, I'm showing his effective date is [PII]. He is active on the policy. Uh, with this policy being a secondary supplemental plan, it does not require any prior authorization or pre-cert. And what benefits are you needing for the patient?
[CUSTOMER][NEUTRAL] Um, so if no authors required, then that, that's all I needed to know. Can you fax, fax me over any benefits just so I can attach it?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, no, ma'am, we don't, uh, send benefit information through fax.
[CUSTOMER][NEUTRAL] OK, but since it's the secondary insurance, no pre-certification is required.
[AGENT][POSITIVE] Correct. Yes, ma'am.
[CUSTOMER][NEUTRAL] Alright, [PII], can I just get a first initial of your last name and a call reference number?
[AGENT][NEUTRAL] Uh, it's Q as in Quebec and we don't give reference numbers. If you like, you may use my name at today's date.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK. All right. Thank you so much, [PII]. You have a great day.
[AGENT][POSITIVE] Alright, you too. Thanks for calling APL Ms. [PII]. Bye.
[CUSTOMER][NEUTRAL] Mm bye.