AccountId: 011433970860
ContactId: d65b4ce5-c2cd-439b-b002-698bb0dd31ae
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 153080 ms
Total Talk Time (AGENT): 64491 ms
Total Talk Time (CUSTOMER): 40188 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/d65b4ce5-c2cd-439b-b002-698bb0dd31ae_20250304T16:49_UTC.wav
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[AGENT][NEUTRAL] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good, uh, morning, [PII]. My name is [PII]. I'm calling from uh doctor's office trying to see if patient requires prior authorization.
[AGENT][NEUTRAL] OK, [PII], you're only needing to know if our authorization is required.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][POSITIVE] Yes ma'am, I can help you with that. And [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And my extension is [PII].
[AGENT][POSITIVE] Thank you and the member's policy number, please.
[CUSTOMER][NEUTRAL] Sure, just a moment.
[CUSTOMER][NEUTRAL] 02579860.
[AGENT][NEUTRAL] OK, thank you. One moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, just and any information 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] [PII], [PII].
[AGENT][NEUTRAL] OK, thank you. So no, ma'am, on this particular policy with APL prior authorization is not required.
[CUSTOMER][POSITIVE] OK, great. Thank you.
[AGENT][NEUTRAL] Yes ma'am, and if you all do file a claim with APL once we have processed the claim, [PII], we do have a portal that you should be able to check claim status in and our portal website for that is located at secured.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Great, thank you. Could I please have a reference for the call?
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] Yes, ma'am, you would use my name that I gave you along with today's date.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're very welcome. So again, is there anything else I can help you with?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] OK. Well, thank you so much then for calling APL and I hope you have a great day.
[CUSTOMER][NEUTRAL] You as well bye.
[AGENT][NEUTRAL] Yes, ma'am