AccountId: 011433970860
ContactId: 9a0e3430-2f6c-44da-b00a-9112706f35e3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 191490 ms
Total Talk Time (AGENT): 105519 ms
Total Talk Time (CUSTOMER): 57317 ms
Interruptions: 2
Overall Sentiment: AGENT=1.9, CUSTOMER=3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/9a0e3430-2f6c-44da-b00a-9112706f35e3_20250218T16:10_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. My name is [PII], last initial [PII], calling from Jenny Stewart Medical Center. I have a patient coming in for an outpatient diagnostic testing, and I need to see if they're gonna require pre-cert, please.
[AGENT][NEUTRAL] OK, [PII], so you're wanting to find out if an outpatient diagnostic test requires pre-cert is that, is that correct? Oh.
[CUSTOMER][POSITIVE] That is, yes, it's correct. I understand, trust me.
[AGENT][NEUTRAL] I couldn't hardly get that out, [PII], my goodness.
[CUSTOMER][NEUTRAL] I understand.
[AGENT][NEUTRAL] If it's, yeah, but if at first you don't succeed, just try, try again. So, OK. All right. Well, yes, ma'am, I can help you with that, [PII]. And what is your callback number, please?
[CUSTOMER][NEUTRAL] Try, try again. Yes, ma'am.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, thank you and the member's policy number please, [PII]?
[CUSTOMER][NEUTRAL] It is 025646663.
[AGENT][NEUTRAL] OK, thank you. One moment.
[CUSTOMER][POSITIVE] Thank you ma'am.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And any information that I do provide for you, [PII] will 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 she is the subscriber on this limited benefit plan.
[AGENT][NEUTRAL] And this policy is active with an effective date of [PII].
[AGENT][NEUTRAL] Because this is a limited benefit plan, there is no prior authorization required.
[CUSTOMER][POSITIVE] Wonderful, is there any way that I can get a call reference number for this [PII]?
[AGENT][NEUTRAL] Sure, you would use my name along with today's date and the first initial to my last name is [PII] and then one additional thing [PII], once the claim has been processed by APO you should be able to check claim status by going to our portal and our portal website is secured. [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alrighty, Miss [PII], do you spell your name [PII]?
[AGENT][NEUTRAL] No, ma'am, I spell it [PII]
[CUSTOMER][POSITIVE] I would have totally butchered that. Alrighty, thank you so much for your time and help.
[AGENT][NEUTRAL] Um, most people do
[AGENT][POSITIVE] OK. Well, you are certainly welcome. So is there anything else that I can help you with today?
[CUSTOMER][POSITIVE] I just thank you.
[CUSTOMER][POSITIVE] No ma'am, you've been a great help.
[AGENT][POSITIVE] Well, you're, it was my pleasure in helping you and thank you again, [PII], for calling APL. I hope you have a great day as well.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] You're welcome. Bye-bye.