AccountId: 011433970860
ContactId: a8cf6b94-21d0-472b-9f3d-8d69c4100998
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 248910 ms
Total Talk Time (AGENT): 131787 ms
Total Talk Time (CUSTOMER): 40741 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/a8cf6b94-21d0-472b-9f3d-8d69c4100998_20250619T18:20_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good, thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] with Northeast Regional Medical Center. I'm calling to find out if a pre-authorization is required for a radiology service.
[AGENT][NEUTRAL] OK, you're needing to find out a prior authorization is required or not, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, ma'am, I can help you with that and I am so sorry. Could you give me your first name again? It was, I only heard part of what you were saying when I initially answered.
[CUSTOMER][NEUTRAL] It's [PII], all one word.
[AGENT][NEUTRAL] Thank you. And so, what is your callback number, please?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you and the member's policy number.
[CUSTOMER][NEUTRAL] 7,358,300
[AGENT][POSITIVE] Thank you one moment.
[CUSTOMER][NEUTRAL] And [PII], what's the first initial to your last name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] OK, and so any information that I do provide for you today 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, Mr. [PII] was a subscriber on this policy. Now, the policy number you gave me is, is old.
[AGENT][NEUTRAL] Um, it actually turned back in [PII] of [PII], but he has another policy with a different policy number that is active with an effective date of [PII].
[AGENT][NEUTRAL] And that policy number.
[CUSTOMER][NEUTRAL] OK, what's the new.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] The active policy is 1341904.
[AGENT][POSITIVE] And again, it has an effective date.
[AGENT][NEUTRAL] Of [PII].
[AGENT][NEUTRAL] Um just one moment for me to get that information pulled up.
[AGENT][NEUTRAL] OK, so on this policy, this is a supplemental policy to his primary insurance. So therefore there is no prior authorization required with APL.
[CUSTOMER][NEUTRAL] OK, and do you have a call reference number, [PII]?
[AGENT][NEUTRAL] Uh, I do. You would use my name along with today's date and just a couple of additional things. So [PII], if you all are going to be filing a claim for excuse me, for him with us, we will have to have a copy of the primary insurance company's explanation of benefits as well.
[AGENT][NEUTRAL] And then once we have processed our claims review here we have a portal that you should be able to check our claim status in and the website for our portal is located at [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] All right, thank you so much. I appreciate your help, [PII].
[AGENT][POSITIVE] Well, absolutely. You're very welcome. So if that is all I can help you with now and thank you again for calling APR and I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][POSITIVE] Yes ma'am, thank you.
[AGENT][NEUTRAL] A back