AccountId: 011433970860
ContactId: ef468c13-eca8-4b63-a160-ab72ad112555
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 185929 ms
Total Talk Time (AGENT): 94693 ms
Total Talk Time (CUSTOMER): 43517 ms
Interruptions: 1
Overall Sentiment: AGENT=2.1, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/ef468c13-eca8-4b63-a160-ab72ad112555_20250404T17:40_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APO. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm with Northeast Regional Medical Center, and I'm calling to find out if a prior authorization is required for a patient.
[AGENT][NEUTRAL] OK, so you're needing to see a prior authorization is required, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, ma'am, I can help you with that, but I am so sorry. I did not catch your first name.
[CUSTOMER][NEUTRAL] It's [PII], it's [PII], all one word, last [PII]
[AGENT][NEUTRAL] OK, so.
[AGENT][NEUTRAL] OK, thank you. And the first initial if you need that for my last name is [PII].
[AGENT][POSITIVE] And what is a good call back number for you please? Oh, you're welcome.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you and the member's policy please, [PII].
[CUSTOMER][NEUTRAL] 1,341,910
[AGENT][POSITIVE] Thank you, one moment please.
[AGENT][NEUTRAL] And so in any information that I do provide for you today will be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK and you said you did not do you need eligibility or only to know if prior authorization is required?
[CUSTOMER][NEUTRAL] No, I don't need eligibility. My benefits team already did that.
[AGENT][NEUTRAL] OK, good. Alright, so no ma'am, because this is a supplemental policy to her primary insurance, there is no prior authorization required with APL. Now when the claim is filed with us, we will have to have a copy of her primary insurance company's explanation of benefits along with the claim.
[AGENT][NEUTRAL] And once we have processed our claim here at APL Snowman, we do have a portal that you all should be able to check claim status in.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And our portal website is located at [PII].
[CUSTOMER][NEUTRAL] OK, and do you have a call reference number for me, [PII]?
[AGENT][NEUTRAL] Yes, ma'am, you would use my name along with today's date.
[CUSTOMER][POSITIVE] All right, thank you so much. I appreciate all your help.
[AGENT][POSITIVE] All right. Well, you, you're very welcome. And again, is there anything else I can help you with?
[CUSTOMER][POSITIVE] Nope, that's it. Have a good day.
[AGENT][POSITIVE] OK, well, you too, and I hope you have a great weekend and thank you again for calling APL.
[CUSTOMER][NEUTRAL] Uh-huh, bye.
[AGENT][NEUTRAL] Bye-bye.