AccountId: 011433970860
ContactId: bfcdee0d-00ff-433a-a5e8-b08bd3bfd34e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 210130 ms
Total Talk Time (AGENT): 93679 ms
Total Talk Time (CUSTOMER): 78401 ms
Interruptions: 2
Overall Sentiment: AGENT=2.5, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/bfcdee0d-00ff-433a-a5e8-b08bd3bfd34e_20250414T20:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], my name is [PII]. Um, I'm trying to
[CUSTOMER][NEUTRAL] I'm sorry, I just had a brain fart. Um, I'm calling from the Phoenix Center. I'm trying to see if you require prior authorization for some CPT codes I have.
[AGENT][NEUTRAL] OK, I can help you with prior authorization, Ms. [PII], and may I please get your callback number, ma'am, just in case our call is disconnected.
[CUSTOMER][NEUTRAL] Of course it's [PII] and that's a direct line.
[AGENT][NEUTRAL] Thank you, ma'am. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] So his name is [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] His date of birth is [PII].
[CUSTOMER][NEUTRAL] And on policy, do you mean the member the medical ID number or?
[AGENT][NEUTRAL] It might say member ID.
[CUSTOMER][NEUTRAL] I see one that says policies.
[AGENT][NEUTRAL] It might also say inpatient or outpatient certificate number.
[CUSTOMER][NEUTRAL] I have, OK, so.
[CUSTOMER][NEUTRAL] How about 0025.
[CUSTOMER][NEUTRAL] 641-63
[AGENT][POSITIVE] That looks like a good number. Let me pull that up.
[CUSTOMER][NEUTRAL] When I called a while ago, the lady said, OK.
[AGENT][POSITIVE] Yes, I've got him pulled up.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] All right. Um, I do show that [PII] does have an active policy with us. His effective date is [PII].
[AGENT][NEUTRAL] And pre-authorization is not required on this policy.
[CUSTOMER][NEUTRAL] For any CPT code?
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And does he have a $0 deductible and out of pocket?
[AGENT][NEUTRAL] Uh, and this is just to verify his benefits. It's not a guarantee of payment.
[AGENT][NEUTRAL] You're correct. I do not see a deductible or out of pocket on this policy.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and so I build this through IMA though, correct?
[AGENT][NEUTRAL] Is that the, what's on the back of his card is the IMA billing address?
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] Yes, yes, ma'am. If that's what's on the back of this card, then that's where it'll go.
[AGENT][NEUTRAL] And then if it's, if it's over a certain amount, then they send it back to us.
[CUSTOMER][NEUTRAL] OK, I'm just trying to make sure.
[AGENT][POSITIVE] But they'll take care of that. You won't have to do that.
[CUSTOMER][NEUTRAL] OK. OK, can I have your name, please?
[AGENT][NEUTRAL] Yes, ma'am. You can use my name [PII] and today's date.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you so much for helping me.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. Is that all I can help you with before we go?
[CUSTOMER][POSITIVE] That's it, girl, we did it. Thank you.
[AGENT][POSITIVE] OK. Yay. All right, good deal. Well, you have a good rest of your week, OK?
[CUSTOMER][POSITIVE] I appreciate you.
[AGENT][POSITIVE] Well, we appreciate you guys.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][POSITIVE] Bye-bye, Ms. [PII]. Thanks for calling ATL.
[CUSTOMER][NEUTRAL] OK. Bye.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yes, ma'am.