AccountId: 011433970860
ContactId: 16d36efa-eb8b-4ec4-9749-6315f1325b1c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 110419 ms
Total Talk Time (AGENT): 50800 ms
Total Talk Time (CUSTOMER): 45366 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/16d36efa-eb8b-4ec4-9749-6315f1325b1c_20250416T15:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good morning. My name is [PII]. I'm calling from Lexington Family Practice. Um, I wanted to check for coverage, um, on a service and if prior authorizations required.
[AGENT][NEUTRAL] OK, let's take a look, [PII] and do you have their policy number?
[CUSTOMER][NEUTRAL] 024152220
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then do you have a good call back number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] What is the patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you. So, [PII] is active. Effective date on here is [PII].
[AGENT][NEUTRAL] Uh, no prior authorization is needed. We're the members secondary insurance, so this is gonna cover deductible, co-pay, co-insurance. The primary does not.
[CUSTOMER][NEUTRAL] OK, so this is a secondary plan. OK, and it's not like a major medical plan, correct?
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Correct, yes, ma'am.
[CUSTOMER][NEUTRAL] OK, OK, thank you for confirming that information. I just wasn't sure if um.
[AGENT][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] We should be billing this as primary. Do you have a call reference number?
[AGENT][NEUTRAL] Yeah, absolutely. Call reference is gonna be my name with today's date. My name again is [PII], which is [PII] The initial to my last name is [PII], and then today's date.
[CUSTOMER][POSITIVE] OK great thank you so much have a great day.
[AGENT][NEUTRAL] Yeah, you too. Bye bye.