AccountId: 011433970860
ContactId: b900addb-cd12-4134-8c18-4a2e7ff75df3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 431369 ms
Total Talk Time (AGENT): 123884 ms
Total Talk Time (CUSTOMER): 149266 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/b900addb-cd12-4134-8c18-4a2e7ff75df3_20250417T20:30_UTC.wav
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[AGENT][POSITIVE] Good afternoon.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I am trying to figure, hello, I'm trying to figure out how to go about doing a prior authorization.
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] I can hear you now.
[CUSTOMER][NEUTRAL] I'm trying to go about figuring out how to check if a code needs prior authorization for my patient.
[AGENT][NEUTRAL] OK, so you're wanting to see if prior authorization is required.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Yes ma'am, I can help you with that and who am I speaking with please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And the member's policy number, please?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] The member's policy number?
[CUSTOMER][NEUTRAL] Oh, let's see.
[CUSTOMER][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] 02216153
[AGENT][NEUTRAL] OK, thank you one moment while I get some information pulled up please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And any information Destiny provided would be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And his date of birth?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] [PII] I mean [PII].
[AGENT][NEUTRAL] OK, thank you. Alright, so for this policy there is another company that you will actually need to speak.
[AGENT][NEUTRAL] Three Destiny and that company is with TPA.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] I can give you their phone number. I can also connect you with them, but just in case we get disconnected, you will have their number.
[CUSTOMER][NEUTRAL] What's the name of it?
[AGENT][NEUTRAL] Webb TPA.
[CUSTOMER][NEUTRAL] OK, what's that phone number?
[AGENT][NEUTRAL] And there
[AGENT][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, and would you like for me to connect you with them? Yes ma'am, you're welcome.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Um, sure.
[AGENT][POSITIVE] OK, I'll be happy to do that. Is there anything else I could help you with before I do?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] OK, well thank you again for calling APL this evening.
[CUSTOMER][NEUTRAL] Welcome to Web TPA, the administrator for the limited benefit health insurance program underwritten by American Public Life Insurance Company. If this is an emergency, please hang up and dial [PII]. If you are a member calling about your premium billing or need to make changes to your account, such as an address change, add or drop a dependent, or wish to modify your coverage in any way, please call American Public Life at [PII].
[CUSTOMER][NEUTRAL] [PII]. If you are a physician or hospital calling to verify medical eligibility, please press 1 for.
[CUSTOMER][NEUTRAL] Please note, your call may be monitored or recorded for quality assurance. The information provided during this call is only a description of benefits and is not a guarantee of payment. Benefits are based upon eligibility at the time services are rendered and all plan provisions.
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] Destiny, let me try and transfer you again. It's like someone answered, but then that was it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So I'm gonna try and connect you again, OK? All right, one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Welcome to Web TPA, the adminis.
[CUSTOMER][NEUTRAL] Please note your call may be monitored or recorded for quality assurance. The information provided during this call is only a description of benefits and is not a guarantee of payment. Benefits are based upon eligibility at the time services are rendered and all plan provisions.
[CUSTOMER][NEUTRAL] Thank you for calling customer service. My name is [PII]. May I have the member ID number please?
[AGENT][NEUTRAL] Hi [PII], this is [PII] at AO. How are you today?
[CUSTOMER][POSITIVE] Oh, I'm doing pretty well. How about yourself, [PII]?
[AGENT][NEUTRAL] I'm fine thank you. I have a provider's office on the line to check on prior authorization for a member benefits on a member. The policy number is 221-6153.
[AGENT][NEUTRAL] For [PII].
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] There she is, OK, and what's the date of birth, please?
[AGENT][NEUTRAL] We share the date of birth in our system to be [PII].
[CUSTOMER][POSITIVE] Awesome, OK, you can transfer the provider over thanks [PII].
[AGENT][NEUTRAL] OK. And uh you're welcome. And again, her name is [PII].
[CUSTOMER][NEUTRAL] [PII]. OK, thanks.
[AGENT][POSITIVE] Mhm. All right, thank you and have a nice evening, [PII].
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] No, thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye-bye.