AccountId: 011433970860
ContactId: 896349fd-ef8e-41ce-93c4-bd04af5b15fa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 263420 ms
Total Talk Time (AGENT): 113682 ms
Total Talk Time (CUSTOMER): 86164 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/896349fd-ef8e-41ce-93c4-bd04af5b15fa_20250417T20:23_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] Hey [PII], we have a member that came through our facility ER I need an authorization for.
[AGENT][NEUTRAL] OK, you're needing to find out if there's an authorization.
[CUSTOMER][NEUTRAL] No, I need a new office.
[AGENT][NEUTRAL] Can require for an emergency room visit.
[CUSTOMER][NEUTRAL] Yes, uh-huh.
[AGENT][NEUTRAL] I'm sorry, say that again.
[CUSTOMER][NEUTRAL] The patient has been admitted to our emergency room.
[AGENT][NEUTRAL] OK, so you're wanting to find out if prior authorization or authorization is required for that, is that correct?
[CUSTOMER][POSITIVE] Yes ma'am, uh, yeah, please.
[AGENT][POSITIVE] Yes, ma'am, I can help you with that. And who am I speaking with?
[CUSTOMER][NEUTRAL] My name is [PII] [PII].
[AGENT][NEUTRAL] But
[AGENT][NEUTRAL] [PII], is that correct? [PII]
[CUSTOMER][NEUTRAL] Yes, uh-huh, uh-huh, [PII]
[AGENT][POSITIVE] Thank you. And what is the, all right, thank you. And [PII], what is a good callback number for you please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you and the member's policy number, please.
[CUSTOMER][NEUTRAL] Policy number we have is 0259.
[CUSTOMER][NEUTRAL] 5576
[AGENT][NEUTRAL] OK, thank you one moment while I get the member's information pulled up please.
[CUSTOMER][POSITIVE] Appreciate you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And any information, [PII] that I do provide for you 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.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so I do show in any information, [PII] that I provide for you is a verification of benefits and not a guarantee of payment. So I do show that he is the subscriber on this limited benefit plan.
[AGENT][NEUTRAL] This policy is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And there is no prior authorization required on this limited benefit plan.
[CUSTOMER][NEUTRAL] No no prior authorization required and would you.
[AGENT][POSITIVE] Correct.
[AGENT][POSITIVE] That is correct yes.
[CUSTOMER][NEUTRAL] Have a call reference number for me?
[AGENT][NEUTRAL] Yes ma'am, you will actually use my name that I gave you along with today's date and the first initial to my last name is [PII] [PII], uh, once the claim has been processed by APO, we do have a portal that you should also be able to check claim status in and the website for our portal.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, and I am in that portal.
[CUSTOMER][NEUTRAL] Yeah, I have that, but it doesn't allow us to initiate.
[AGENT][POSITIVE] It's secured
[AGENT][NEUTRAL] So keyword.a in public.
[CUSTOMER][NEUTRAL] Uh, no, I can get in it, yeah, it asks that you know, huh, no.
[AGENT][NEUTRAL] No, you cannot do that.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Right, that's just for claim status only mhm.
[CUSTOMER][NEUTRAL] Yeah, OK, yeah.
[CUSTOMER][NEUTRAL] Alright then give me your name again.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I trusty.
[CUSTOMER][NEUTRAL] Say your name again.
[CUSTOMER][NEUTRAL] Your first name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], I, I may ask you to spell it.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Alright, OK.
[CUSTOMER][NEUTRAL] Last initial again, I'm sorry.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] OK. All right, [PII] I appreciate you. You have a good day, OK?
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] We