AccountId: 011433970860
ContactId: e6ec4278-d250-4338-b4ab-5f0c1cf3843b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 155339 ms
Total Talk Time (AGENT): 79839 ms
Total Talk Time (CUSTOMER): 37714 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=2.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/e6ec4278-d250-4338-b4ab-5f0c1cf3843b_20250325T18:24_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, I think I got the wrong extension, but I'm, I'm calling from Blue Ridge Orthopedic. I was calling to see about getting a um, a few codes approved.
[AGENT][NEUTRAL] OK, you're wanting to find out if prioration is required for a member, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, I can help you with that. And who am I speaking with?
[CUSTOMER][NEUTRAL] Uh, [PII]
[AGENT][NEUTRAL] Thank you and [PII], what is your callback number?
[CUSTOMER][NEUTRAL] Um, [PII] option one.
[AGENT][NEUTRAL] OK, give me that one more time, please. [PII]. Is that correct? Option one.
[CUSTOMER][NEUTRAL] Yes. Yes.
[AGENT][NEUTRAL] OK, thank you and the member's policy number please, [PII]?
[CUSTOMER][NEUTRAL] Um, it is.
[CUSTOMER][NEUTRAL] 02580644
[AGENT][NEUTRAL] Thank you one moment while I get the member's information pulled up.
[AGENT][NEUTRAL] And [PII], 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][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] All right
[AGENT][NEUTRAL] So I do show that he is the spouse of the subscriber on this limited benefit plan, [PII], and because this is not major medical insurance, there is no prior authorization required with APL.
[CUSTOMER][POSITIVE] Oh perfect, I appreciate that thank you.
[CUSTOMER][NEUTRAL] And what was your name?
[AGENT][NEUTRAL] Well, you are certainly welcome. Now should you all end up filing this been [PII], once it's been processed, we do have a portal, [PII], that you all should be able to check claim status in, and our portal website is located at secured.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Alright perfect and then um what was your name? I'm so sorry.
[AGENT][NEUTRAL] [PII]
[AGENT][POSITIVE] And you would use my name and today's date if you need a call reference number. You are certainly welcome and thank you again for calling APL if that's all I can help you with. All right.
[CUSTOMER][POSITIVE] Alright, I appreciate that thank you.
[CUSTOMER][POSITIVE] I appreciate that.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][POSITIVE] Mhm. You're welcome.