AccountId: 011433970860
ContactId: 7e601c71-6f2c-41f3-9467-f22e01818d9c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 286940 ms
Total Talk Time (AGENT): 111425 ms
Total Talk Time (CUSTOMER): 86735 ms
Interruptions: 1
Overall Sentiment: AGENT=1.6, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/7e601c71-6f2c-41f3-9467-f22e01818d9c_20250328T18:32_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 Ms. [PII]. My name is [PII]. Last name initial is [PII]. How are you today?
[AGENT][POSITIVE] Uh-huh. I'm good, [PII]. How are you doing today?
[CUSTOMER][POSITIVE] I'm doing well, thank you for asking. Uh, my phone was on mute when I called earlier just a while ago and you hung up. I said.
[AGENT][POSITIVE] Good.
[AGENT][NEUTRAL] No, did you call a few months? Did you just call? Yeah, because I was like.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, I
[AGENT][NEUTRAL] Uh, OK. I guess nobody wants to talk to me this time.
[CUSTOMER][POSITIVE] No, I had it on mute. My mic was on mute. I'm sorry about that.
[AGENT][NEUTRAL] That's OK. Uh, how can I help you today, [PII]?
[CUSTOMER][NEUTRAL] I was calling to see if prior authorization is required for a CPT code.
[AGENT][NEUTRAL] OK, you're needing to check to see, OK, if our prior authorization is required.
[CUSTOMER][NEUTRAL] Radilogy procedure
[CUSTOMER][NEUTRAL] Yes, ma'am, and Ms. [PII].
[AGENT][POSITIVE] Yes, ma'am, I can help you with that. Uh-huh.
[CUSTOMER][NEUTRAL] May I have the first initial to your last name please?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And you did say yours was [PII], is that correct?
[CUSTOMER][POSITIVE] Yes ma'am, that's correct.
[AGENT][NEUTRAL] OK. All right. Thank you. And what is your callback number, [PII]?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. And the member's policy number, please.
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] Hold on, let me get to it.
[CUSTOMER][NEUTRAL] Thought I had it up. I did.
[AGENT][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] OK, so it is.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Outpatient benefit cert number.
[AGENT][NEUTRAL] OK, yes ma'am.
[CUSTOMER][NEUTRAL] Um, OK, 02216487 M as in Mary, L for Larry, and the number 8.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. Give me one moment please to get the information pulled up.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] No problem.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Well, [PII], bear with me. All of a sudden, my system has
[AGENT][NEUTRAL] Come to a stop, on me.
[CUSTOMER][NEUTRAL] It is old.
[CUSTOMER][POSITIVE] Yeah, I totally understand.
[AGENT][NEUTRAL] OK, and any 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 date of birth, please?
[CUSTOMER][NEUTRAL] His name is [PII] and his date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] OK, so I see that he had been covered under this policy, [PII], but he is no longer covered under here. um, he has not had coverage with APO.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] It looks like, give me just a second.
[AGENT][NEUTRAL] Since [PII], this policy became an individual plan only effective [PII].
[AGENT][NEUTRAL] So his coverage termed, essentially, yes, 11:30.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 11:30?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, no problem, I will let the team know.
[AGENT][POSITIVE] All righty. Well, you're certainly welcome. And is there anything else that I can help you with today, [PII]?
[CUSTOMER][POSITIVE] Thank you so much, Mr.
[CUSTOMER][POSITIVE] No, ma'am. Have a great weekend.
[AGENT][POSITIVE] Well I hope you have a wonderful weekend too, and thank you again for calling APL.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Uh-huh. You're