AccountId: 011433970860
ContactId: e8f35be3-9f57-4eb4-9971-e1abe8935e1e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 250479 ms
Total Talk Time (AGENT): 90922 ms
Total Talk Time (CUSTOMER): 106798 ms
Interruptions: 2
Overall Sentiment: AGENT=1.4, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/e8f35be3-9f57-4eb4-9971-e1abe8935e1e_20250519T15:20_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] you doing there?
[CUSTOMER][NEUTRAL] Um, yeah, hi, my name is [PII] calling from [PII] to check patients um eligibility and
[CUSTOMER][NEUTRAL] Uh, authorization requirement.
[AGENT][NEUTRAL] OK, [PII], you're needing to get eligibility and see if prior authorization is required, is that correct?
[CUSTOMER][NEUTRAL] Oh yeah
[AGENT][POSITIVE] Yes, I can help you with that. And what is your callback number, please?
[CUSTOMER][NEUTRAL] Yeah, that's [PII].
[AGENT][NEUTRAL] Thank you. And what is the member's policy number, please, [PII]?
[CUSTOMER][NEUTRAL] Yeah I'm showing uh 0252.
[CUSTOMER][NEUTRAL] 3686.
[AGENT][POSITIVE] OK, [PII], thank you one moment.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And [PII], what is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] My patient's name [PII].
[CUSTOMER][NEUTRAL] And date of birth [PII].
[AGENT][POSITIVE] OK, thank you one moment.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I uh.
[CUSTOMER][NEUTRAL] That's what it is.
[CUSTOMER][NEGATIVE] I don't even, I don't really like I don't.
[AGENT][NEUTRAL] OK, so [PII], this policy that you're calling about is a cancer policy.
[AGENT][NEUTRAL] Is that the type of policy you thought that this was?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] So it covers medical uh benefits right.
[AGENT][NEUTRAL] No, sir. This is a cancer policy.
[CUSTOMER][NEUTRAL] OK, um, well, I'm seeing patiently, you know, coming for of a CT scan, so just want to know whether, you know, whether the policy covers the CT scan.
[AGENT][NEUTRAL] Does she have cancer?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] This policy, this cancer policy is active, Kevin, with an effective date of [PII].
[CUSTOMER][NEUTRAL] Let me ask you
[AGENT][NEUTRAL] There would not be any prior authorization required on this policy?
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] If you will be filing a claim with us for review, we must receive also a copy of the primary insurance company's explanation of benefits as well.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then once we have processed our claim here at APO we do have a portal in which you should be able to check claim status.
[AGENT][NEUTRAL] And the website for our portal is located at [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] OK, thanks for that and I think that's what I have so.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] I just need um any reference number for the call.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] The reference number would be my name that I gave you along with today's date.
[CUSTOMER][POSITIVE] OK, thanks for the, yeah, thanks for assisting me. Have a nice day. Thank you.
[AGENT][POSITIVE] Well, you're very welcome, [PII]. So that's all I can help you with, thank you again for calling APL and I hope that you have a nice day.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] And by now.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Yeah.