AccountId: 011433970860
ContactId: b671c3dd-abb3-46ac-82a8-421080a18da1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 188139 ms
Total Talk Time (AGENT): 73474 ms
Total Talk Time (CUSTOMER): 57241 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/b671c3dd-abb3-46ac-82a8-421080a18da1_20250618T15:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, hi, my name is [PII]. Last name initial S calling on behalf of the doctor's office to verify pre-certification requirements. Please be advised that this call is recorded for quality and monitoring purposes. I'm sorry, did I get your name right, [PII]?
[AGENT][POSITIVE] Yes, ma'am. That's correct. And your name is [PII]?
[CUSTOMER][NEUTRAL] Yes, may I get your last name initial?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK. Thank you, [PII], and could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] 02396599.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] And just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII]. The policy is still active.
[AGENT][NEUTRAL] And is this for an office visit?
[CUSTOMER][NEUTRAL] Um, authorization.
[AGENT][NEUTRAL] OK, actually under this policy?
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] I need to, you would need to contact web TPA and they're giving me a number for you to call.
[CUSTOMER][NEUTRAL] Um, actually I already called the web TPA and then they transferred me here to APL.
[AGENT][NEUTRAL] Um, what number did you call?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. No, ma'am. That's the incorrect number. Let me give you the correct number.
[CUSTOMER][NEUTRAL] So, um, just to confirm, um, prior authorization is required and it's under Web DPA.
[AGENT][NEUTRAL] No, you would have to contact them to get that information. We don't process those claims here, so we wouldn't be able to give you that information.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Let me give you CPA's number. Are you ready?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's 866.
[AGENT][NEUTRAL] 975.
[AGENT][NEUTRAL] 9458.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Yes, ma'am. That's correct.
[CUSTOMER][NEUTRAL] Um, is it possible to be transferred there?
[AGENT][POSITIVE] Yes, I can transfer you. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] Um, no, thank you.
[AGENT][POSITIVE] OK, thank you, [PII], for calling APL. You have a great rest of your day. One moment.