AccountId: 011433970860
ContactId: f77b4d41-f88a-4f8f-9d2f-200a16c83160
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 124860 ms
Total Talk Time (AGENT): 34459 ms
Total Talk Time (CUSTOMER): 65409 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/f77b4d41-f88a-4f8f-9d2f-200a16c83160_20250122T15:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I need to do a prior authorization on a on a test for this patient. Can you help me with that?
[AGENT][NEUTRAL] I can assist you. What's your name?
[CUSTOMER][NEUTRAL] My name is [PII]. I'm the nurse.
[AGENT][NEUTRAL] And [PII], what's the policy number?
[CUSTOMER][NEUTRAL] The policy number is the member group's number is 0013975525.
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh [PII] I mean [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, and what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] His name is [PII]. His date of birth is [PII].
[AGENT][NEUTRAL] Do you have a copy of the medical ID card?
[CUSTOMER][NEUTRAL] Uh, yes, I have the ID card right in front of me.
[AGENT][NEUTRAL] OK, and tell me what's on the card. Everything that's on the card.
[CUSTOMER][NEUTRAL] It says US Health Group United Healthcare Company control number 523,130,420 effective [PII].
[CUSTOMER][NEUTRAL] And then it says 0013975525 [PII].
[AGENT][NEUTRAL] So is that for United Healthcare?
[CUSTOMER][NEUTRAL] Yes, I am like
[AGENT][NEUTRAL] Because you're speaking with American Public Life Insurance Company.
[CUSTOMER][NEUTRAL] Well this
[CUSTOMER][NEUTRAL] Well this is the number that just told me to call. It says predivision of this card insured. It's not carrying any coverage benefit eligibility claims inquiries. Call [PII].
[AGENT][NEUTRAL] OK, who informed you of that?
[CUSTOMER][NEUTRAL] The patient
[AGENT][NEUTRAL] OK. But I think when you read the card.
[CUSTOMER][NEUTRAL] OK, I'll I'll call. OK, there's two cards there, so I'll call a different number. Thank you.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Oh, you're welcome. Thanks for calling AP.