AccountId: 011433970860
ContactId: cf3a0703-e8e0-4e94-a971-e28dd4fd9bd1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 159389 ms
Total Talk Time (AGENT): 58679 ms
Total Talk Time (CUSTOMER): 73955 ms
Interruptions: 0
Overall Sentiment: AGENT=2.6, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/cf3a0703-e8e0-4e94-a971-e28dd4fd9bd1_20250612T19:51_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] calling from the facility. Well, I just need your assistance to initiate the prayer authorization and it's related to the inpatient medical through ERMed.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] OK, so how
[CUSTOMER][NEUTRAL] May I have your name with initial? Could you spell that for me?
[AGENT][NEUTRAL] Yes, my name is [PII].
[CUSTOMER][NEUTRAL] Uh, just give me a second, [PII].
[CUSTOMER][NEUTRAL] So, you still like your name is [PII]?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] The last name on the show?
[CUSTOMER][NEUTRAL] Yeah yeah yeah yeah.
[CUSTOMER][NEUTRAL] So it's [PII], is that right?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] Happy to speak with you, [PII]. I hope your day is good and great.
[AGENT][POSITIVE] My day is going well. How's yours, [PII]?
[CUSTOMER][POSITIVE] Uh, it's going great.
[AGENT][POSITIVE] Thank you. And may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, sure.
[CUSTOMER][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] I'm so sorry. It's [PII].
[AGENT][NEUTRAL] Thank you. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Sure. It's 02051881.
[CUSTOMER][NEUTRAL] M as in Mary, L as in Larry, 8.
[AGENT][NEUTRAL] Thank you for that. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII], with the date of birth of [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. Um, so there's no prior authorization or um pre-cert that's required for our policies because we're not the major medical, so there's no authorization needed.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] So, so you stated that the patient has you see as a primary insurance. So authorization is not required for the secondary, right?
[AGENT][NEUTRAL] Right, we are the secondary insurance and we do not require authorization.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. May I have your name, uh call reference number?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name and today's date.
[CUSTOMER][NEUTRAL] Yeah, sure.
[CUSTOMER][POSITIVE] Thank you so much, [PII], for that. I hope your day is good and great. Take care. Bye-bye.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Thank you. Was there anything else I can assist you with today, [PII]?
[CUSTOMER][POSITIVE] Uh, no, no, I'm good. Thank you, doc. Take care. Bye-bye.
[AGENT][POSITIVE] Alright, thanks for calling APL. Bye bye.