AccountId: 011433970860
ContactId: e83aa800-5adf-4913-b6d1-4e4ecdb9fa4a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 277109 ms
Total Talk Time (AGENT): 83125 ms
Total Talk Time (CUSTOMER): 86974 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/e83aa800-5adf-4913-b6d1-4e4ecdb9fa4a_20250114T16:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], yes, my name is [PII], and I'm trying to find out if prior authorization is required for a CT scan for a patient of ours.
[AGENT][POSITIVE] OK, I can help you with that.
[CUSTOMER][POSITIVE] OK, great.
[AGENT][NEUTRAL] I'm pulling up the policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's the patient's name and date of birth, [PII]? Or first give me the policy number. I need that first.
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] OK, no, you're fine. Um, it is D47630917.
[AGENT][NEUTRAL] Did you see another number on the card that begins with a 0, a policy er number?
[CUSTOMER][NEUTRAL] Um, well, let me see.
[AGENT][NEUTRAL] Near the bottom of the card?
[CUSTOMER][NEUTRAL] I do not see I've got a group number.
[AGENT][NEUTRAL] OK, spell the patients.
[AGENT][NEUTRAL] What's the group number?
[CUSTOMER][NEUTRAL] Um, the group number is 9476.
[AGENT][NEUTRAL] OK. And spell the patient's first and last name?
[CUSTOMER][NEUTRAL] Yes, um, first name is [PII] and it is [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then it is [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is her date of birth, [PII]'s date of birth?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] And I get a phone number for you?
[CUSTOMER][NEUTRAL] It is [PII] direct [PII] is [PII].
[AGENT][POSITIVE] Thank you for that information.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And your question was, was prior author is prior authorization required? It's not required. And I need to also, it's not required, and I also need to give you the policy number for American Public Life.
[CUSTOMER][NEUTRAL] It's not requiring?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK great.
[AGENT][NEUTRAL] That number is 223-999-95.
[CUSTOMER][NEUTRAL] 9995.
[CUSTOMER][NEUTRAL] And so question when we like.
[CUSTOMER][NEGATIVE] Bill out like our claims, is it supposed to come to y'all at American Life with that policy number?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] American, no, it should go to the address that's on the card and it should be [PII].
[CUSTOMER][NEUTRAL] Let me double check.
[CUSTOMER][NEUTRAL] I had the car pulled up and then I got out of it sorry.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, [PII]. OK, but I do need to change the policy number to that 223 instead that D that we had. OK, I can do it. I can do it. Thank you.
[AGENT][POSITIVE] Yes, yes, yes.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] And that's that number is for benefit information claim status you'll call the um you'll use the 223-999-5 number policy number.
[CUSTOMER][NEGATIVE] I won't do that.
[CUSTOMER][NEUTRAL] OK, alright, I'll get that updated.
[AGENT][NEUTRAL] OK, any other questions we can?
[CUSTOMER][POSITIVE] And thank you so much.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um, no, ma'am. Is there a, a reference number for our call?
[AGENT][NEUTRAL] Yes, you'll use my name in today's date as your reference, [PII]
[AGENT][NEUTRAL] And then the first initial last name is [PII].
[CUSTOMER][POSITIVE] OK, all right, well thank you so much for your help.
[AGENT][POSITIVE] You're welcome thanks for calling ATL [PII], have a good day as well.
[CUSTOMER][POSITIVE] Thank you you too.