AccountId: 011433970860
ContactId: fc71dc36-7137-4f8b-96e1-2efc31e00af5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 103809 ms
Total Talk Time (AGENT): 64211 ms
Total Talk Time (CUSTOMER): 26889 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/fc71dc36-7137-4f8b-96e1-2efc31e00af5_20250618T21:22_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I was needing to see if y'all require prior authorizations for patients.
[AGENT][POSITIVE] All right, [PII], I'll be glad to help you go and give me your policy number.
[CUSTOMER][NEUTRAL] It is 01352261.
[AGENT][NEUTRAL] Alrighty [PII], thank you for that. Now while I'm pulling this up, go ahead and give me a good return telephone call number, please.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alrighty [PII], thank you for all that information. Now, your patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] About paper, thank you for that. Looks like [PII] is a dependent on this medical supplemental plan. They show the original effective date is [PII]. Patient is current and active, but I must advise that verification of coverage is not a guarantee of payment on the claim, but you did say you wanna know if this plan requires pre-cart, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] No, ma'am. Nothing requires pre-start here at APL. We are the supplemental plan.
[CUSTOMER][NEUTRAL] OK, perfect. I just wanted to check. May I uh have a reference number please?
[AGENT][NEUTRAL] Well we don't give reference number paper, but you can use my name in today's date and my name is [PII] spelled [PII]
[CUSTOMER][POSITIVE] OK, thanks so much. I appreciate that.
[AGENT][POSITIVE] Alright, yes, yes, ma'am, [PII], is that all I can help you with?
[CUSTOMER][POSITIVE] Yes, have a good day.
[AGENT][POSITIVE] Alright you as well and thanks for calling APO paper bye bye.
[CUSTOMER][NEUTRAL] Bye.