AccountId: 011433970860
ContactId: b99d72eb-9615-4bba-b13f-8f05b403e6e2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 226529 ms
Total Talk Time (AGENT): 64705 ms
Total Talk Time (CUSTOMER): 117767 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/b99d72eb-9615-4bba-b13f-8f05b403e6e2_20250131T18:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APO. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] in Broker Resources. Um, I have a provider online. Her name is [PII], and she is wanting to verify eligibility for policy 2117131. The insured is [PII], and it's his wife [PII], who they're verifying benefits for. Can you speak with them?
[AGENT][NEUTRAL] Sure I can can send him over.
[CUSTOMER][POSITIVE] Thank you. OK.
[AGENT][NEUTRAL] Thank you for calling ATO. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, this is [PII] calling from I Health authorization department. The reason for my call is to initiate a prioritization, but, but first I just want to know the eligibility, the effective dates if that's possible.
[AGENT][NEUTRAL] OK, sure, I can help you with that [PII], uh, verify the name and date of birth.
[CUSTOMER][NEUTRAL] Um, it's [PII], and the date of birth is um [PII].
[AGENT][NEUTRAL] OK, thank you, and you're calling for eligibility?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, the policy.
[CUSTOMER][NEUTRAL] And uh one more thing, uh is there any pos I'm sorry uh I just want to ask if uh there's a possibility that I can know where can I authorize this patient.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] how much
[AGENT][NEUTRAL] You mean for prior authorization?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Prior all is not required.
[CUSTOMER][NEUTRAL] Oh, it's um it's given that it's already um PA PA is not required.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK, and how about the effective dates of eligibility? Thank you for that.
[AGENT][NEUTRAL] The policy has enough.
[AGENT][NEUTRAL] Effective date is [PII], I'm sorry, that's [PII] and it is active.
[CUSTOMER][NEUTRAL] [PII], um, sorry, [PII].
[AGENT][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] And until
[AGENT][NEUTRAL] It's current.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, again, for confirming the, uh, effective date, effective date is [PII], and the authorization is not required.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][POSITIVE] I am correct.
[CUSTOMER][NEUTRAL] Um, can I also have your first name please, and the last initial?
[AGENT][NEUTRAL] My name is [PII], that's [PII] Last [PII] [PII].
[AGENT][NEUTRAL] Is there anything else I can help you with today, [PII]?
[CUSTOMER][NEUTRAL] I'm sorry, it's [PII]
[CUSTOMER][NEUTRAL] Um, it's [PII]
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] And the last initial?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] OK, um, does it have any call reference number for this call?
[AGENT][NEUTRAL] Use my name in today's date.
[CUSTOMER][POSITIVE] OK, perfect. That's all I needed. um, thank you for helping me, [PII].
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] No problem. Thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Yeah, you too, bye.
[AGENT][POSITIVE] Thanks. Bye.