AccountId: 011433970860
ContactId: 81efb305-1a10-4680-bba3-c382dea1918d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 165880 ms
Total Talk Time (AGENT): 79679 ms
Total Talk Time (CUSTOMER): 48371 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/81efb305-1a10-4680-bba3-c382dea1918d_20250124T20:18_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], my name is [PII]. I'm calling from Saint Francis Hospital pre-arrival department. I'm just checking to see if all this required for an outpatient procedure with your plan with this plan.
[AGENT][NEUTRAL] OK, and I'm so sorry you're needing to check eligibility and to see if prior authorization is required, but you don't need benefits. Is that correct?
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] I, I just really need to check to see if all is required.
[AGENT][NEUTRAL] OK, I can help you with that. And I'm sorry, was your name [PII] or [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you, and tell me what is your callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and the member's policy number please, [PII]?
[CUSTOMER][NEUTRAL] 01986339
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] OK, one moment, [PII].
[AGENT][NEUTRAL] And any information that I do provide for you, [PII] 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][NEUTRAL] OK, thank you. So on the supplemental policy, there is no prior authorization required.
[CUSTOMER][NEUTRAL] So this is a supplement. I couldn't find it on the card. I was hoping I saw it there. All right, and [PII], can I
[AGENT][NEUTRAL] Yeah, this is a supplement so yeah one additional thing because it is a supplemental policy, [PII], we will have to have a copy of our primary insurance company's explanation of benefits along with the claim for review if you all file a claim with us and then we do have a portal in which our claim status should be able to be checked and our website for that portal is [PII].
[CUSTOMER][NEUTRAL] Um, OK, and [PII], can I get the initial to your last name, please?
[AGENT][NEUTRAL] [PII] and my name and today's date will be your call reference number if you need one.
[CUSTOMER][POSITIVE] Thank you so much. You have a great day.
[AGENT][POSITIVE] You are very, yes ma'am you too and thank you again for calling APL if that's all I can help you with.
[CUSTOMER][POSITIVE] Thank you. Have a great weekend. Stay safe.
[AGENT][POSITIVE] You too, you too. Thank you.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.