AccountId: 011433970860
ContactId: 11c42dae-ae14-4fed-abf3-9e72cc8e9cdb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 153139 ms
Total Talk Time (AGENT): 54930 ms
Total Talk Time (CUSTOMER): 69644 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/11c42dae-ae14-4fed-abf3-9e72cc8e9cdb_20250502T20:47_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is. How may I assist you?
[CUSTOMER][NEUTRAL] Uh, good afternoon. My name is [PII]. I'm calling from Anara Authorization department on behalf of one of your policyholders. Uh, they just presented us with, I'm assuming this may be a secondary coverage, and I need to verify if she need authorization for this outcoming proceed outpatient procedure she's having on Tuesday.
[AGENT][NEUTRAL] OK, sure, I can assist you with that information, Mr. [PII], and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the member's policy number?
[CUSTOMER][NEUTRAL] 02135063
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's your date of birth?
[CUSTOMER][NEUTRAL] Birthday is [PII].
[AGENT][NEUTRAL] OK. What type of procedure is having done?
[CUSTOMER][NEUTRAL] It's an outpatient procedure. I have an uh procedure code or do you need the description?
[AGENT][NEUTRAL] Just a description.
[CUSTOMER][NEUTRAL] Uh, she's having done. Give me one second.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, is an insertion of a port.
[CUSTOMER][NEUTRAL] A catheter port?
[AGENT][NEUTRAL] Yeah. OK, thank you. All right. uh, so authorization is not gonna be required, um, because this one is a secondary supplemental plan to the major medical.
[CUSTOMER][NEUTRAL] OK, so it's a secondary supplemental plain.
[CUSTOMER][NEUTRAL] To major medical. OK, do you, does it have a plain number?
[AGENT][NEUTRAL] To the major medical, yes.
[AGENT][NEUTRAL] No, because it's not a Medicare. It's, it's not Medicare. It's a major medical.
[CUSTOMER][NEUTRAL] Like playing HG or something like that?
[CUSTOMER][NEUTRAL] OK, so the secondary supplemental supplemental plan to a major medical, so no art is required.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] And let me get your name one more time.
[AGENT][NEUTRAL] My name is [PII]. That's [PII].
[CUSTOMER][NEUTRAL] And a call reference number?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you would like.
[CUSTOMER][POSITIVE] OK, thank you so much and you enjoy your weekend.
[AGENT][POSITIVE] You as well, Mr. and thank you for calling APR. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.