AccountId: 011433970860
ContactId: 89f904ec-9286-457b-9380-a9f073fee28b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 92970 ms
Total Talk Time (AGENT): 50071 ms
Total Talk Time (CUSTOMER): 32278 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/89f904ec-9286-457b-9380-a9f073fee28b_20250213T17:05_UTC.wav
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[CUSTOMER][NEUTRAL] Guy
[AGENT][POSITIVE] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name's [PII]. I'm calling from the, uh, provider's office. I'm just trying to check and see if CPT codes need prior authorization with you guys for a patient.
[AGENT][POSITIVE] Yes, ma'am. I can assist you with benefits. Um, first, can I get your name again and a callback number?
[CUSTOMER][NEUTRAL] It's [PII] and then [PII] option two.
[AGENT][NEUTRAL] Thank you, [PII]. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] 02440284.
[AGENT][NEUTRAL] Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] It's [PII] and it's [PII] birthday is [PII].
[AGENT][NEUTRAL] OK, thank you and just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII]. The policy is still active and there's no authorization required for services because we're secondary gap insurance and we go by the primary carrier's guidelines.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK awesome do you guys do reference numbers?
[AGENT][NEUTRAL] Yes, for the reference number, you can use my name in today's date. My name is [PII]. It's spelled [PII] and my last initial is [PII]. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] No, that's it. Thank you so much. I appreciate your help.
[AGENT][POSITIVE] OK, thank you, [PII] for calling APL. You have a great day. Mm bye.