AccountId: 011433970860
ContactId: 9ca47d57-393e-4c18-a1ef-e49d08a01740
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 210679 ms
Total Talk Time (AGENT): 99637 ms
Total Talk Time (CUSTOMER): 36977 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/9ca47d57-393e-4c18-a1ef-e49d08a01740_20250407T15:50_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], um.
[CUSTOMER][NEUTRAL] I have a patient that is getting chemotherapy, and I just need to see if she needs a prior authorization.
[AGENT][NEUTRAL] OK, [PII], so you're wanting to see a prior author was required for a member, is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] Yes, ma'am, I can help you with that. And [PII], what is a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And the member's policy number, please.
[CUSTOMER][NEUTRAL] 00974225
[AGENT][NEUTRAL] OK, [PII], thank you. Give me a couple of moments please to get the member's information pulled up.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And any information that I do provide for you 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, one moment.
[AGENT][NEUTRAL] OK, so I do see that the child is dependent on the supplemental policy.
[AGENT][NEUTRAL] And the policy is active. Do you need that information, [PII] with the effective date or do you already have that?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I already have that.
[AGENT][NEUTRAL] OK. So on this supplemental policy, there is no prior authorization required.
[AGENT][NEUTRAL] For any services.
[CUSTOMER][POSITIVE] Perfect and do you have a.
[CUSTOMER][NEUTRAL] Do you have a call reference number?
[AGENT][NEUTRAL] Yes, uh, you would use my name along with today's date and then a couple of additional things, [PII] because this is a supplement to the primary insurance when a claim is submitted to APO for review, we will also have to have a copy of the primary insurance company's explanation of benefits.
[AGENT][NEUTRAL] As well, and then once we have processed our claim we do have a portal that you can check claim status or should be able to rather I should say in by going to [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, perfect. And is yours [PII]?
[AGENT][NEUTRAL] Well, actually it's [PII]
[CUSTOMER][NEUTRAL] And then what did you say the rest was for the reference number?
[AGENT][NEUTRAL] My name and today's date.
[CUSTOMER][POSITIVE] OK perfect thank you so much.
[AGENT][POSITIVE] Well, you are certainly welcome and is there anything else that I can help? I well thank you again for calling APL and I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] No, you're good thank you bye bye.
[AGENT][NEUTRAL] All right, right