AccountId: 011433970860
ContactId: d5d97a39-8079-43bb-bafa-1c59387bebe6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 193929 ms
Total Talk Time (AGENT): 81304 ms
Total Talk Time (CUSTOMER): 57991 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/d5d97a39-8079-43bb-bafa-1c59387bebe6_20250414T17:39_UTC.wav
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[AGENT][POSITIVE] And thank you for calling
[AGENT][NEUTRAL] [PII], this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from Doctor [PII]'s office in [PII]. I'm calling on behalf of a patient of ours that has your insurance, and I was just checking to see if a scan that we are wanting to do needs a prior authorization.
[AGENT][NEUTRAL] Yes I am.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, you're wanting to verify if prior authorization is required or not for a member, is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, ma'am. I can help you with that. And did you say that your name is [PII]?
[CUSTOMER][NEUTRAL] Yes, it's [PII]
[AGENT][POSITIVE] Uh oh, [PII], OK, I'm sorry. Thank you. And [PII], what is a good callback number for you, please?
[CUSTOMER][POSITIVE] Yes ma'am, oh, you're fine.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and the member's policy number, please?
[CUSTOMER][NEUTRAL] Let's see it says policy slasher number at 0259.
[CUSTOMER][NEUTRAL] 787 9.
[AGENT][NEUTRAL] Thank you. One moment while I get the member's information pulled up.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so any information here that I do provide for you would be a verification of benefits and not a guarantee of payment. What is your patient's name please and their date of birth?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Is [PII] Date of birth [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thank you. So on this limited benefit plan that she has with APL, there is no prior authorization required.
[CUSTOMER][POSITIVE] OK, sounds perfect. uh, do you have a reference number by chance?
[AGENT][NEUTRAL] And then just
[AGENT][NEUTRAL] Sure you would use my name along with today's date again my name is.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII] and then [PII], one last thing, process the claim here at APO we do have a portal in which you should be able to check claims.
[AGENT][NEUTRAL] in and the website for our portal located at [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, sounds good thank you.
[AGENT][POSITIVE] OK. Well, you're very welcome. And can I help you with anything else today?
[CUSTOMER][NEUTRAL] No, that's gonna be it.
[AGENT][POSITIVE] All right, well thank you so much for calling APO and I hope you have a wonderful afternoon.
[CUSTOMER][POSITIVE] No problem you too.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm bye bye.
[AGENT][NEUTRAL] Bye bye.