AccountId: 011433970860
ContactId: c6f0ed7c-82a4-443b-95f9-bf3f9e0884b2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 235300 ms
Total Talk Time (AGENT): 116787 ms
Total Talk Time (CUSTOMER): 70785 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/c6f0ed7c-82a4-443b-95f9-bf3f9e0884b2_20250403T14:42_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] calling from Memorial Regional Medical Center.
[CUSTOMER][NEUTRAL] I'm calling because we have a patient that we have scheduled today for outpatient surgery.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And I'm calling to verify if authorization will be needed for the procedure. We are showing that y'all are tertiary, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And you know, the authorization still will be required.
[AGENT][NEUTRAL] OK, sure. So did you say that your name was [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] I'm so sorry, [PII]. OK, I, I do apologize.
[CUSTOMER][POSITIVE] Oh, no worries.
[AGENT][NEUTRAL] OK, and you're, you're wanting to just verify if prior authorization is required for a member, is that correct, [PII]?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Yes, I can help you with that. And what is your callback number?
[CUSTOMER][NEUTRAL] It's [PII]. I'm on extension [PII].
[AGENT][NEUTRAL] OK, thank you and then what is the member's policy number please?
[CUSTOMER][NEUTRAL] The member policy number is 021-73252.
[AGENT][NEUTRAL] OK, thank you. Give me a couple moments please you to get the member's information pulled up.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And any information [PII] that I do provide for you would be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] The patient's name is [PII]. Her date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And do you also need her eligibility or just to know if her authorization is required or not? I just wanna make sure.
[CUSTOMER][NEUTRAL] Just to, um, I just want to verify is the policy still active as well.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so yes ma'am, this supplemental policy is active with an effective date of [PII].
[AGENT][NEUTRAL] And there is no prior also required on the supplemental policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now when the claim is submitted to APL for review, we will have to have a copy of her primary insurance company's explanation of benefits as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] And then once we have processed our claim here at APL, [PII], we do have a portal in which you should be able to check our claim status and our website for that is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I'm sorry, um, can I get your name? I didn't get that at the beginning.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And Ms. [PII], can I get the initial of your last name?
[AGENT][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And my name in today's date will be your call reference number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] All right. Thank you so much, Ms. [PII].
[AGENT][POSITIVE] Well, you're very welcome. And is there anything else that I can help you with this morning?
[CUSTOMER][POSITIVE] No, ma'am, that's it. Thanks a lot.
[AGENT][POSITIVE] Well, you're very welcome and thank you again for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You do the same.
[CUSTOMER][NEUTRAL] Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.