AccountId: 011433970860
ContactId: ee167b60-4532-43d3-89ad-992fe3275b87
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 198460 ms
Total Talk Time (AGENT): 100623 ms
Total Talk Time (CUSTOMER): 61605 ms
Interruptions: 0
Overall Sentiment: AGENT=2.8, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/ee167b60-4532-43d3-89ad-992fe3275b87_20250506T12:10_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] Good morning [PII]. My name is [PII]. I'm calling on behalf of Doctor [PII] on an insured. I have one CPT code that's gonna be done outpatient hospital setting. I just need to see if we would need an authorization.
[AGENT][NEUTRAL] OK [PII], you're wanting to verify if authorization would be required, is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] Yes ma'am, I can help you with that and [PII], what is a good call back number for you please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] I'm so sorry. Can you repeat it one more time for me, please? [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 11.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you. And the member's policy number, please.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] 02419189 ML 8
[AGENT][NEUTRAL] OK, thank you. One moment please, while I get the member's information pulled up.
[CUSTOMER][POSITIVE] Thank you for helping me.
[AGENT][POSITIVE] Oh, absolutely. You're very welcome.
[AGENT][NEUTRAL] And any information [PII].
[CUSTOMER][NEUTRAL] What's the first initial to your last name?
[AGENT][NEUTRAL] [PII], and yours?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And [PII], any information that I do provide will be, excuse me, will be a verification of benefits and not a guarantee of payment. What is your patient's name please and their date of birth?
[CUSTOMER][NEUTRAL] Welcome.
[CUSTOMER][NEUTRAL] Uh, [PII] and [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK [PII], so she is a dependent on this policy and this is a supplement to their primary insurance, so therefore there would not be any prior authorization required with APL. Now when the claim is filed with us so we will have to have a copy of her primary insurance company uh explanation of benefits along with the claim for review and then once we've processed our claim, we have a portal in which you should be able to check claim status.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that portal website is located at [PII].
[CUSTOMER][NEUTRAL] OK. And uh can I have a reference number for our call?
[AGENT][POSITIVE] Yes ma'am, you would actually use my name along with today's date.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK. Thank you, [PII] for helping me and you have a blessed week.
[AGENT][NEUTRAL] Well yeah.
[AGENT][POSITIVE] I hope you do too, [PII]. Is there anything else that I can help you with this morning?
[CUSTOMER][NEUTRAL] Nope, that's it.
[AGENT][POSITIVE] OK, well then, thank you again for calling APL. Have a wonderful day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.