AccountId: 011433970860
ContactId: fd6dfbb5-acee-4ef9-a768-d0775f9508a0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 248639 ms
Total Talk Time (AGENT): 110096 ms
Total Talk Time (CUSTOMER): 49039 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/fd6dfbb5-acee-4ef9-a768-d0775f9508a0_20250422T18:32_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from Norton Heart Specialist. Just calling to see if authorization is required for a member.
[AGENT][NEUTRAL] OK, [PII], you're wanting to find out if prior authorization is required, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, ma'am, I can help you with that. And what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and the member's policy number please, [PII]?
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] D 459-03841
[AGENT][NEUTRAL] OK, thank you, but [PII], that is a 90-degree benefit number, not an APL number. Were you trying to reach 90 degree benefits or APL?
[CUSTOMER][NEUTRAL] Um, I just called the number on the back of the card.
[AGENT][NEUTRAL] OK, so if you call an [PII] number depending on the option that you selected as to where it would take you, some of these members have dual coverage. Do they have a policy number on their ID card?
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] That is a member ID number, so that's the 90 degree.
[CUSTOMER][NEUTRAL] The 02044285.
[AGENT][NEUTRAL] Give me that number again.
[CUSTOMER][NEUTRAL] 02044285
[AGENT][NEUTRAL] OK, so that's the APO policy number. Give me just one moment, please.
[AGENT][NEUTRAL] And [PII], any information that I do provide would 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][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, thank you. So I do show he is the subscriber on this limited benefit plan. It is active with an effective date of [PII].
[AGENT][NEUTRAL] And there is no prior authorization required on this policy.
[CUSTOMER][NEUTRAL] OK, is there a reference number?
[AGENT][NEUTRAL] Yes ma'am, you would actually just use my name that I gave you along with today's date and if you will end up filing a claim with us, [PII], on this policy, once the claim has been processed, we do have a portal in which you should be able.
[AGENT][NEUTRAL] Go to check claim status for him and the website is secured. [PII].
[CUSTOMER][NEUTRAL] OK, and what was your name again?
[CUSTOMER][NEGATIVE] I'm sorry, it's cutting in and out.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, OK, thank you.
[AGENT][POSITIVE] OK. Well, you're welcome. Can I help you with anything else this afternoon?
[CUSTOMER][NEUTRAL] No, that was all.
[AGENT][POSITIVE] OK, [PII]. Well, thank you for calling APL and I hope you have a nice afternoon.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.