AccountId: 011433970860
ContactId: 766daaa3-b8a2-4bab-aaa9-b1c7a3bcdc1e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 170179 ms
Total Talk Time (AGENT): 81990 ms
Total Talk Time (CUSTOMER): 38918 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/766daaa3-b8a2-4bab-aaa9-b1c7a3bcdc1e_20250502T18:30_UTC.wav
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[AGENT][NEUTRAL] Afternoon, thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] calling from Doctor [PII]'s office. I am just calling to find out if prior authorization would be required for a procedure for this patient.
[AGENT][NEUTRAL] OK [PII] you're just needing to verify if prior authorization is required or not is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes ma'am, I can help you with that and [PII], what is a good call back number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and what is the member's policy number please?
[CUSTOMER][NEUTRAL] 02612541
[AGENT][NEUTRAL] Thank you one moment while I get the member's information pulled up.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And only any information that I do provide 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] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you so yes and she's a subscriber on this plan, but there is no prior authorization required.
[CUSTOMER][NEUTRAL] OK, for any in office procedure?
[AGENT][NEUTRAL] Anything, yes, this is not a major medical plan, so there's no prior author required and once the claim has been submitted and processed.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] If you all, um, we have a portal, Molly that you show up you all should be able to check claim status in and the website for that portal.
[AGENT][NEUTRAL] Is located at [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, well, is there anything else that I could help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I think that is it. What was your name?
[AGENT][NEUTRAL] [PII] and if you need a call reference number you would use my name along with today's date.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK perfect thank you so much for your help.
[AGENT][POSITIVE] Well, you're very welcome. So if that is all I can help you with, thank you again for calling APL and I hope that you have a wonderful weekend.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.