AccountId: 011433970860
ContactId: ec062b1e-b14e-4885-9f1d-846c08ee9938
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 207110 ms
Total Talk Time (AGENT): 97217 ms
Total Talk Time (CUSTOMER): 43822 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/ec062b1e-b14e-4885-9f1d-846c08ee9938_20250130T15:09_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] Hey [PII], this is [PII] with shows Primary care. I need to check and see if precerts are required for a patient, please.
[AGENT][NEUTRAL] OK, [PII], you're needing to see a pre-ser required, is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Yes, ma'am. I can help you with that. And [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And the member's policy number?
[CUSTOMER][NEUTRAL] Uh, it looks like it is 02465255.
[AGENT][NEUTRAL] OK. Thank you. One moment.
[AGENT][NEUTRAL] Is this for medical that you're calling about?
[CUSTOMER][NEUTRAL] Yes, it's for imaging, yes, medical imaging, it's for ACT.
[AGENT][NEUTRAL] OK, so any information that I provide for you would be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. Now, let me see if he, this policy number that you gave me is for dental. It is not a medical policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me, give me just a moment to see if he has another policy.
[AGENT][NEUTRAL] He does.
[AGENT][NEUTRAL] So just one moment.
[AGENT][NEUTRAL] I'm still trying to load my information. So, one moment please, [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] OK, so I have located another policy for him, [PII], and he does have a limited a hospital indemnity limited benefit plan with APL. The correct policy number that you should have is 02.
[AGENT][NEUTRAL] 465306.
[AGENT][NEUTRAL] And this policy is active with an effective date of [PII]. There is no prior authorization required.
[CUSTOMER][POSITIVE] OK, that's all I needed to know. Thank you so much.
[AGENT][NEUTRAL] Alright, and then, yes ma'am, and just one more piece of information, [PII], once we have received and processed the claim, we do have a portal in which claim status can be checked and that portal website is secured.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] OK. Well, thank you very much then for calling APL if that's all I can help you with. I hope you have a great day.
[CUSTOMER][POSITIVE] You too thank you.