AccountId: 011433970860
ContactId: a82ca636-1f1d-4756-bdbf-967349f29ee5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 169550 ms
Total Talk Time (AGENT): 92125 ms
Total Talk Time (CUSTOMER): 47264 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/a82ca636-1f1d-4756-bdbf-967349f29ee5_20250502T18:48_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 [PII], I'm calling to see if a prior office required if you are a secondary payer on uh for a procedure.
[AGENT][NEUTRAL] OK, so you're wanting to verify if prior authorization is required or not with APL is that correct?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][POSITIVE] Yes, ma'am. I can help you with that. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. and [PII], what is a good callback number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and the member's policy number, please.
[CUSTOMER][NEUTRAL] Yes, it's 02467413.
[AGENT][NEUTRAL] Thank you, one moment while I get the member's information pulled up please.
[AGENT][NEUTRAL] And [PII], 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 date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so she is a subscriber on the supplemental policy and there would not be any prior authorization required with APL.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I didn't think so.
[AGENT][NEUTRAL] Right, but we will have to have a copy of her primary insurance company's explanation of benefits along with the claim for review.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then once our claim has been pro or the claim rather has been processed here at APL we do have a portal canvas that you should be able to check claim status in.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] And the website for our portal is located at [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, alright, perfect. Now, the last thing and is there a reference number for the call or do I just use the day and time of the call?
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] You would just use my name along with today's date.
[CUSTOMER][POSITIVE] All right, perfect. That's all I need, Ms. [PII]. Thank you so much for your information. I really appreciate it.
[AGENT][NEUTRAL] OK, well.
[AGENT][POSITIVE] Well, you're certainly welcome, [PII]. So if that is all I can help you with, thank you again for calling APO and I hope you have a great weekend.
[CUSTOMER][POSITIVE] Of course, of course, thanks you too bye bye now.
[AGENT][POSITIVE] Yes ma'am thank you bye bye.