AccountId: 011433970860
ContactId: b74bd323-4d3a-41a8-8179-3609ca94a830
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 252039 ms
Total Talk Time (AGENT): 95959 ms
Total Talk Time (CUSTOMER): 115031 ms
Interruptions: 1
Overall Sentiment: AGENT=1.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/b74bd323-4d3a-41a8-8179-3609ca94a830_20250618T21:12_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APO. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from facility to start an authorization.
[AGENT][NEUTRAL] OK, uh, I can check to see if authorization is required. Um, what was your name? I'm sorry?
[CUSTOMER][NEUTRAL] [PII], it's [PII] Last name initial is [PII].
[AGENT][POSITIVE] OK, and then I'm gonna get a good back number from you in case we're disconnected.
[CUSTOMER][NEUTRAL] The callback number is [PII].
[AGENT][NEUTRAL] Thank you and then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, the member ID number is 60801.
[AGENT][NEUTRAL] OK, so that's not one of our policy numbers that is actually our payer ID.
[AGENT][NEUTRAL] Do you have a copy of their card or do you have their social? I could search for them that way.
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] One moment, let me check whether we have a card copy. Give me a second.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK, OK, I have the card copy here that mentioned the the.
[CUSTOMER][NEUTRAL] I couldn't be able to see the policy ID here actually.
[AGENT][NEUTRAL] Does it, do you see anything on there that says um in hospital or outpatient certification number?
[CUSTOMER][NEUTRAL] Actually, I have here the card, but here I, uh, where can I see the member ID number? Here I insured name, coverage, group number, effective date, and the plan type. That's what I have here.
[AGENT][NEUTRAL] OK, yeah, there should be something on there that says member ID or certification number. You don't see anything like that?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I can see inhospital benefit certification number and how hospital benefits study.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, either one of those, please.
[CUSTOMER][NEUTRAL] OK. I is, uh, OK, so the inpatient is 02473309 ML 7.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] First name is [PII], last name it's [PII]. Date of birth it's [PII]. I'm sorry, it's I'm sorry, it's [PII]. Sorry for that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That's OK, thank you. Alrighty, um, so this policy is of course active, uh, that effective date was [PII], and so this is a secondary medical policy. It is designed to help with co-pay, deductible and co-insurance after major medical pays, and as it is very dependent on major medical, as long as they're willing to pay this policy can so no authorization is required.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Could you spell out your name, please?
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] OK, it's [PII], right, [PII]?
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Was there anything else I could help you with? Uh, last initial is [PII]
[CUSTOMER][NEUTRAL] Last name [PII], please?
[CUSTOMER][NEUTRAL] OK, uh, I, I need to confirm one more thing. You told me that authorization is not required because it is a secondary policy, right? Who's the primary insurance for this patient?
[AGENT][POSITIVE] Correct.
[AGENT][NEGATIVE] I'm unable to view that information as this is just their secondary medical policy.
[CUSTOMER][NEUTRAL] OK, so you don't know about the primary coverage. So this insurance is me, I mean prime, uh secondary medical coverage. So usually for secondary, uh, insurance authorization is not required as as your policy, right?
[AGENT][POSITIVE] Correct.
[AGENT][POSITIVE] Correct.
[AGENT][POSITIVE] Correct, it's not required.
[CUSTOMER][NEUTRAL] Uh, but you don't have any idea about the primary insurance, right?
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] OK, uh, no issues. May I get the call reference number for call?
[AGENT][NEUTRAL] A reference number would just be my first name, last initial, and today's date.
[CUSTOMER][POSITIVE] OK, [PII] noted thank you so much and have a great day bye bye.
[AGENT][POSITIVE] Of course, thanks for calling APL you too bye bye.
[CUSTOMER][NEUTRAL] Bye bye.