AccountId: 011433970860
ContactId: 07b7f170-2934-430d-b259-3378197b4b9a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 206089 ms
Total Talk Time (AGENT): 92063 ms
Total Talk Time (CUSTOMER): 79422 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=2.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/07b7f170-2934-430d-b259-3378197b4b9a_20250606T15:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATO. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII]. I'm calling from a facility. I'm trying to verify eligibility and prior authorization requirements for a patient.
[AGENT][NEUTRAL] Sure I could check eligibility and see if authorization is required. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it is [PII]. It's a direct line.
[AGENT][NEUTRAL] Thank you and then do you have that policy number?
[CUSTOMER][NEUTRAL] Uh, yes, the policy that I have here is 21735.
[AGENT][NEUTRAL] OK, that's gonna be a bit too small to be one of our policy numbers. um, do you maybe have their social I could search for them that way?
[CUSTOMER][NEUTRAL] Um, give me one second. It should be over here.
[CUSTOMER][NEUTRAL] Social.
[CUSTOMER][NEUTRAL] Oh no, I do not have the social for this member. It is possible to use the name?
[AGENT][NEUTRAL] OK, the only other way.
[AGENT][NEUTRAL] Yes, that's the only other way I can search if you wouldn't mind spelling out the first and last name please.
[CUSTOMER][NEUTRAL] Yes, first name is [PII]. [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And the last name I will spell it is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, got it. Thank you. One moment.
[AGENT][NEUTRAL] OK and then do you have this member's uh date of birth?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][POSITIVE] Perfect, thank you for verifying that. uh, so I did find their policy with us and it is currently active. Uh, let me know when you're ready and I'll give you that correct policy number.
[CUSTOMER][POSITIVE] Oh yes, I'm ready.
[AGENT][NEUTRAL] OK, that is 01.
[AGENT][NEUTRAL] 53.
[AGENT][NEUTRAL] 9963.
[CUSTOMER][POSITIVE] OK. Got it, thank you very much.
[AGENT][NEUTRAL] Yes, so the, uh, of course, so yes, again it is currently active that effective date was [PII].
[AGENT][NEUTRAL] And this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays.
[AGENT][NEUTRAL] And as this is, uh, this plan is very dependent on major medical, uh, there is no authorization required as long as major medical is willing to pay this policy can.
[CUSTOMER][POSITIVE] OK, got it, perfect, thank you very much. uh I think that now I'm just gonna need a call reference oh yes, a call reference number.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Sure, was there anything else I can help you with?
[AGENT][NEUTRAL] Sure, that would just be, yes, that would just be my first name, last initial, and today's date and so my name is spelled [PII]
[CUSTOMER][POSITIVE] OK, got it, thank you very much.
[AGENT][POSITIVE] Of course, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You too take care bye bye.
[AGENT][NEUTRAL] Bye-bye.