AccountId: 011433970860
ContactId: 11c7d65c-4da1-4ad9-bd4f-f2040df8f070
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 68660 ms
Total Talk Time (AGENT): 32897 ms
Total Talk Time (CUSTOMER): 28060 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/11c7d65c-4da1-4ad9-bd4f-f2040df8f070_20250619T13:47_UTC.wav
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[AGENT][NEUTRAL] Contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] with Advanced Orthopedics. I'm needing to see if authorization is needed for a CT scan with you guys secondary to a primary.
[AGENT][NEUTRAL] Uh, yes, I can certainly make that up, [PII]. What is the policy number, please?
[CUSTOMER][NEUTRAL] 02579334
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Um, [PII] and it's [PII].
[AGENT][NEUTRAL] Thank you. I just need a callback number please in the event that we're disconnected.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Now her policy, first of all, went into effect on [PII]. It is active. This is a secondary or gap insurance. You join us. That's the reason we don't need a pre-authorization as long as you are within network with the, uh, major medical um.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And then we'll do it.
[CUSTOMER][NEUTRAL] OK, OK
[CUSTOMER][POSITIVE] Perfect all right well thank you for your help.
[AGENT][POSITIVE] Thank you for contacting APO. There's nothing is possible. Have a good day.