AccountId: 011433970860
ContactId: 00348983-f65f-49af-b5ab-da40c37bdf19
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 64580 ms
Total Talk Time (AGENT): 12572 ms
Total Talk Time (CUSTOMER): 51840 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/00348983-f65f-49af-b5ab-da40c37bdf19_20250521T16:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name's [PII]. I'm calling from Medical University Hospital Authority. I just have a quick question in regards um to a patient's insurance coverage. Um, I know you guys are secondary to Blue Cross Blue Shield for this patient.
[CUSTOMER][NEUTRAL] Um, she's coming to have, um, uh, outpatient surgery, um, for a procedure, and it doesn't require authorization for the Blue Cross Blue Shield. Would you guys just follow what, um, the Blue Cross Blue Shield, um.
[CUSTOMER][NEUTRAL] What there, um, I can't say what I need to say. I'm sorry, would you just follow their, would you guys just follow their guidelines?
[AGENT][NEUTRAL] It
[AGENT][NEUTRAL] Um, we don't require.
[AGENT][NEUTRAL] Well, so
[AGENT][NEUTRAL] Since we're secondary, we don't require authorization even if they did so.
[CUSTOMER][POSITIVE] OK, all right, thank you, that's what I needed to say.
[AGENT][NEUTRAL] OK, thanks for calling APL.
[CUSTOMER][NEUTRAL] All right, right.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Yes ma'am thank you so much bye bye.