AccountId: 011433970860
ContactId: 77f6ac1b-2c57-4a8c-9589-616d0604c0d3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 170139 ms
Total Talk Time (AGENT): 85087 ms
Total Talk Time (CUSTOMER): 45315 ms
Interruptions: 1
Overall Sentiment: AGENT=1.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/77f6ac1b-2c57-4a8c-9589-616d0604c0d3_20250128T19:38_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], this is [PII], and I am calling to see if authorization is required.
[AGENT][NEUTRAL] OK, you said your name is [PII]. Is that correct? And you're wanting to find out if prior authorization is required? Is that correct? Yes, ma'am, I can help you. And [PII], what is your callback number?
[CUSTOMER][NEUTRAL] Yes. Uh-huh.
[CUSTOMER][NEUTRAL] Yes, uh-huh.
[CUSTOMER][NEUTRAL] That's [PII].
[AGENT][NEUTRAL] Thank you. And the member's policy number please, [PII].
[CUSTOMER][NEUTRAL] I have 02466344.
[AGENT][POSITIVE] Thank you, one moment.
[AGENT][NEUTRAL] OK, and any information [PII] that I do provide would be a verification of benefits and not a guarantee of payment. What is your patient's name, please, and their date of birth?
[CUSTOMER][NEUTRAL] Um, [PII] is the last name. First name is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Now do you also need eligibility, excuse me, eligibility or just to know what the author's required?
[CUSTOMER][NEUTRAL] Um, I guess if it's active and if authorization is required.
[AGENT][NEUTRAL] OK, so he is a dependent on this policy and this is a hospital indemnity limited benefit plan. It is active.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What's an effective date of [PII]?
[AGENT][NEUTRAL] And there is no prior authorization required on this policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, perfect.
[AGENT][NEUTRAL] And then once um the claim has been processed, you all should be able to check the claim status by logging into our portal at [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Well, can I help you with anything else today, [PII]?
[CUSTOMER][NEUTRAL] No, can I just get a call reference number and that'll be it.
[AGENT][NEUTRAL] Sure, you would use my name. I gave you along with today's date.
[CUSTOMER][POSITIVE] OK. Thank you so much.
[AGENT][POSITIVE] You're welcome and thank you again for calling APL. I hope you have a great afternoon.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Uh, thank you. Bye-bye.