AccountId: 011433970860
ContactId: 779ed713-b7d3-463b-9158-72b1fe5277ee
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 184179 ms
Total Talk Time (AGENT): 96796 ms
Total Talk Time (CUSTOMER): 34228 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/779ed713-b7d3-463b-9158-72b1fe5277ee_20250516T14:12_UTC.wav
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[AGENT][POSITIVE] Good Morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I need to know if the CPT code requires pre-cert and I need an eligibility date.
[AGENT][NEUTRAL] OK, [PII], you're needing eligibility and to see if prior authorization is required, is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yes ma'am, I can help you with those things and [PII], what is a good call back number for you please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And the member's policy number?
[CUSTOMER][NEUTRAL] 01735266.
[AGENT][NEUTRAL] OK thank you one moment while I get the member's information pulled up.
[CUSTOMER][NEUTRAL] So.
[AGENT][NEUTRAL] And [PII], any information that is provided today 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], [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Alright, so I do say she is the spouse of the subscriber on the supplemental policy and it is active with an effective date of [PII]. And because this is a supplement to their primary insurance, there is no prior authorization required with APL.
[AGENT][NEUTRAL] But when the claim is submitted to us for review, we will have to have a copy of the primary insurance company's explanation of benefits along with the claim.
[CUSTOMER][POSITIVE] Beautiful.
[AGENT][NEUTRAL] And then once we process the claim here [PII] we do have a portal in which you will be able to check claim status in and our portal website is located at secured.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, and your name was [PII]?
[AGENT][NEUTRAL] Yes ma'am and my name in today's state will be your call reference number if you need one.
[CUSTOMER][NEUTRAL] What's your last initial?
[AGENT][NEUTRAL] [PII], and yours?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] All right thank you [PII] you have a great weekend.
[AGENT][POSITIVE] All right. Well, you're welcome. I hope you have a wonderful weekend as well, and if that is all I can help you with, thank you again, [PII] for calling APL.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][POSITIVE] You're welcome bye bye.