AccountId: 011433970860
ContactId: e22e703d-d939-48bd-8707-8fd5b562b2b0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 297679 ms
Total Talk Time (AGENT): 133710 ms
Total Talk Time (CUSTOMER): 71567 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/e22e703d-d939-48bd-8707-8fd5b562b2b0_20250527T21:07_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from the University of Mississippi Medical Center. Um, I was calling to see if authorization is required for patient admission.
[AGENT][NEUTRAL] OK, I'm sorry, what was your name again?
[CUSTOMER][NEUTRAL] [PII], that's [PII]
[AGENT][NEUTRAL] OK [PII], thank you. And what is your callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and you're wanting to find out if prior authorization is required on an inpatient admission, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, [PII], I can help you with that. And what is the member's policy number?
[CUSTOMER][NEUTRAL] Like [PII] 49100065.
[AGENT][NEUTRAL] OK, thank you. Now that is a 90 degree benefit number. There should be another number on the member's ID card for APL, a policy certificate number. There should be something other than a member ID.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Is your patient also the subscriber on the policy, [PII]?
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Mm, yes, yes.
[AGENT][NEUTRAL] OK. Do you have his full social?
[CUSTOMER][NEUTRAL] Social, let's see.
[CUSTOMER][NEUTRAL] Um [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, let me see if I can locate the member's information that way. One moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And any information that I do provide for you today would be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] And what's the first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] And any information again [PII] that I do provide for you will be a verification of benefits and not a guarantee of payment. So the correct policy number that you should have for this plan with APL is 02614134.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And this hospital indemnity limited benefit plan is active.
[AGENT][NEUTRAL] With an effective date of [PII].
[AGENT][NEUTRAL] And because it is not major medical on this limited benefit plan, prior authorization is not required.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And do we have a call reference number?
[AGENT][NEUTRAL] Yes ma'am, you will actually use my name that I gave you along with today's date and then one additional piece of information, [PII] that once a claim has been processed by APL, we do have a portal in which you should be able to check claim status, and our website for the portal is located at [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. And is there anything else I can help you with?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Um, I just need the first and your last name and that'll be it.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Thank you. And you, do you spell your name [PII] or just [PII]?
[AGENT][NEUTRAL] Neither. [PII]
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Well, if that is all then that I, oh, you're welcome, and that's all I can help you with. Thank you again for calling APL and I hope you have a nice evening.
[CUSTOMER][POSITIVE] All right, thank you so much.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.