AccountId: 011433970860
ContactId: f724e8e7-3a37-4006-9d75-f24372f23161
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 197520 ms
Total Talk Time (AGENT): 85827 ms
Total Talk Time (CUSTOMER): 60467 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/f724e8e7-3a37-4006-9d75-f24372f23161_20250508T18:18_UTC.wav
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[AGENT][POSITIVE] Good. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, hi [PII]. This is [PII] calling from doctor's office. My last name first letter S as in [PII]. And do you have a CPT code, I need to check whether the code records authorization. Could you help me with that?
[AGENT][NEUTRAL] OK, [PII], so you're needing to see if prior authorization is required, is that correct?
[CUSTOMER][POSITIVE] You got it, yeah, yeah.
[AGENT][POSITIVE] Yes, I can help you with that and [PII], what is your callback number?
[CUSTOMER][NEUTRAL] It's [PII]. It's a direct line, and could you spell your name for me?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is the members? You're welcome. What is the patient's policy number, [PII]?
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] Sure, it's 025.
[CUSTOMER][NEUTRAL] 870
[CUSTOMER][NEUTRAL] 90
[AGENT][NEUTRAL] OK, thank you. One moment while I get the member's information pulled up.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] OK, and just if any information that I do provide will 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] What
[CUSTOMER][NEUTRAL] Sure it's [PII]. It's a hyphenated name. It's a [PII]. And date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. So, um, this is the subscriber on this limited benefit plan and because it is not major medical insurance, there is no prior authorization required on this policy.
[CUSTOMER][POSITIVE] OK thank you
[CUSTOMER][POSITIVE] Oh, great. Thank you so much. And may I know the member policy effective date?
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII] still active with no on that, right?
[AGENT][NEUTRAL] Correct. And if you will end up filing a claim for this member with APL, [PII], once the claim has been processed, we do have a portal in which you should be able to check our claim status, and the website for the portal is located at secured.
[CUSTOMER][NEUTRAL] The process
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] AM public.
[CUSTOMER][NEUTRAL] Do
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And is there, you're welcome.
[CUSTOMER][POSITIVE] Great thank you so much. Can I get the reference number for this call?
[AGENT][NEUTRAL] Yeah, so you would use my name along with today's date.
[CUSTOMER][POSITIVE] Yeah, [PII], great, thank you so much. Have a great day.
[AGENT][POSITIVE] I hope you have a great day too and again thank you so much for calling APL.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.