AccountId: 011433970860
ContactId: f0126a7a-4e6f-40ac-b802-292792b6d05d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 182229 ms
Total Talk Time (AGENT): 91884 ms
Total Talk Time (CUSTOMER): 32264 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/f0126a7a-4e6f-40ac-b802-292792b6d05d_20250508T13:17_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] Hi, my name is [PII] with Saint Francis Hospital, and I have a patient that is coming in for procedure, and I'm trying to see if authorization is required.
[AGENT][NEUTRAL] OK [PII], you're just needing to verify if authorization is required or not, is that correct?
[CUSTOMER][NEUTRAL] Yes, anise seeds are active.
[AGENT][POSITIVE] OK, and eligibility, so I can help you with both. So first off, [PII], what is a good callback number for you?
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[AGENT][NEUTRAL] Thank you. And the member's policy number?
[CUSTOMER][NEUTRAL] It is 256-6484.
[AGENT][POSITIVE] OK, [PII], thank you. Give me a couple of moments please to get the member's information pulled up.
[AGENT][NEUTRAL] And any information provided will be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so I do show she is the subscriber, [PII], on this supplemental policy, and this supplemental policy is active with an effective date of [PII]. And because it's a supplement, there is no prior authorization required. Now, if you all do file a claim with us for her, we will have to have a copy of her primary insurance company's explanation of benefits as well with the claim.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And then once we have processed our claim here at APLs we do have a portal that you should be able to check the claim status in for us and that website for the portal is located it's secured.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And is there any
[CUSTOMER][NEUTRAL] And then uh do you have a car
[AGENT][NEUTRAL] The reference number would be my name that I gave you along with today's date.
[CUSTOMER][POSITIVE] Alright perfect thank you so much.
[AGENT][POSITIVE] Well, you are very welcome. And if that's all I can help you with, thank you again for calling APL [PII]. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.