AccountId: 011433970860
ContactId: 05e611b9-9b5f-47a4-b705-7f68ef86ef6e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 156839 ms
Total Talk Time (AGENT): 66764 ms
Total Talk Time (CUSTOMER): 47571 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/05e611b9-9b5f-47a4-b705-7f68ef86ef6e_20250219T21:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I am calling to find out if a pre-authorization is required for a patient.
[AGENT][NEUTRAL] OK, I can help you with the pre-authorization. Can I get your name one more time please?
[CUSTOMER][NEUTRAL] It's [PII], all one word, last initial is [PII]
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you so much and Ms. [PII], what is your callback number just in case our call gets dropped.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and I'll need the patient's name, date of birth, and policy number please.
[CUSTOMER][NEUTRAL] OK, policy number is 1,341,910.
[CUSTOMER][NEUTRAL] And the name is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] OK, thank you so much. Let me look that policy up real quick.
[AGENT][NEUTRAL] OK, I do show, uh, [PII] does have an active policy with us and does not need a prior authorization because this is not the major medical insurance. The effective date of the policy is 61 of 2 and 17th, and this is a secondary insurance.
[CUSTOMER][NEGATIVE] OK, you were cutting out so no author is required.
[AGENT][NEUTRAL] Ma'am.
[CUSTOMER][NEUTRAL] I'm sorry, you cut out again.
[AGENT][NEUTRAL] Oh gosh, oh no, there's not pretty often does not, it's not required.
[CUSTOMER][NEUTRAL] OK, and [PII], do you have a call reference number for me?
[AGENT][NEUTRAL] Yes ma'am, you can you name and today's date.
[CUSTOMER][NEUTRAL] OK, and what's the first initial to your last name?
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] I'm sorry, [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Oh, OK. All right, thank you so much. I appreciate your help.
[AGENT][POSITIVE] Thank you. You take care, Ms. No and thank you so much for calling APL.