AccountId: 011433970860
ContactId: d327c414-4450-45dd-9b2a-4b8a4d24152b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 131520 ms
Total Talk Time (AGENT): 67107 ms
Total Talk Time (CUSTOMER): 50912 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/2025/04/21/d327c414-4450-45dd-9b2a-4b8a4d24152b_20250421T13:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name's [PII]. I'm calling from the um provider's office. I don't know if this is the right um extension. I'm just trying to check and see if some CPT codes any prior authorization or if that's something that your company does. I don't, I don't know.
[AGENT][POSITIVE] Yes, ma'am. I can assist you with benefits. Um, first, could I get your name and a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII] and then the first initial to my last name is [PII] and then it's [PII]. I'm sorry, I'm sorry, it's [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] Um, we have 02440284.
[AGENT][NEUTRAL] And just let me advise you that verification of coverage does not guarantee payment of claims. Um, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Um, so it's [PII]. Last name is [PII], and then it's [PII].
[AGENT][NEUTRAL] OK, thank you. And I'm showing the effective date on this policy was [PII] and the policy is still active. And this is a policy for secondary gap insurance. What we do is cover the co-pay, the co-insurance, and the deductible for covered services after the primary insurance processes the claim. So therefore, um,
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] There's no authorization um because required because we go by the primary carrier's guidelines.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Perfect, um, can I have a reference for this call like a reference number?
[AGENT][NEUTRAL] Yes, for the reference number, you can use my name and today's date. My name is [PII]. It's spelled [PII] My last initial is [PII] and today's date. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] No, that's it thank you so much. I appreciate your help.
[AGENT][POSITIVE] OK, I thank you again, [PII] for calling ATL. Have a great rest of your day. Mm bye.
[CUSTOMER][NEUTRAL] You too bye.