AccountId: 011433970860
ContactId: 9a539659-d077-48ae-b9a1-5f3f25ca51ee
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 136149 ms
Total Talk Time (AGENT): 65142 ms
Total Talk Time (CUSTOMER): 32388 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/9a539659-d077-48ae-b9a1-5f3f25ca51ee_20250505T19:47_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, uh, my name is [PII]. I'm calling from a, uh, medical provider's office. I was checking to see if precert is required for a CT of the abdomen and pelvis.
[AGENT][NEUTRAL] OK, [PII], you're needing to verify prior authorization is required or not for a member, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes ma'am, I can help you with that, and [PII], what is a good call back number for you please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And the member's policy number, please?
[CUSTOMER][NEUTRAL] It is 02619668.
[AGENT][POSITIVE] OK, thank you one moment.
[AGENT][NEUTRAL] And [PII], any information that I do provide today would be a verification of benefits and not a guarantee of payment. What is your patient's name, please, and their date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, so she is the subscriber on this limited benefit plan and there is no prior authorization required.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] OK, and then [PII] if you all end up filing a claim with us on this plan once it's been processed, we do have a portal in which you should be able to check claim status and the portal website is located at [PII].
[CUSTOMER][POSITIVE] Awesome.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] OK. All right, well, can I help you with anything else today?
[CUSTOMER][NEUTRAL] Nope, that was it.
[AGENT][POSITIVE] OK, well then, thank you so much for calling APO and I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Bye bye.