AccountId: 011433970860
ContactId: 19793b1f-a70f-4406-a72c-bfcbc7dcc1d6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 102739 ms
Total Talk Time (AGENT): 50830 ms
Total Talk Time (CUSTOMER): 42521 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/19793b1f-a70f-4406-a72c-bfcbc7dcc1d6_20250310T16:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII]. I was calling to see if um this patient requires an authorization for maternity.
[AGENT][POSITIVE] All right. I'm happy to take a look here, [PII]. Do you have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, it is 02588946.
[AGENT][NEUTRAL] All right. And you just need to see if pre-op is needed.
[CUSTOMER][POSITIVE] Yeah, and if so, I wanna go ahead and get one. She had the baby.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And let me just get patient's name and date of birth, please.
[CUSTOMER][NEUTRAL] Got [PII] [PII], I guess [PII].
[AGENT][POSITIVE] Thank you so much. So patient plan is active. The effective date on here is [PII]. Uh, no, no pre-op is needed. We're the secondary insurance, so we're going to cover any deductible, co-pay, or co-insurance. The primary does not.
[CUSTOMER][NEUTRAL] OK, so this is a secondary insurance, they have it as primary.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No, this is, yeah, this is a secondary plan.
[CUSTOMER][NEUTRAL] OK. I.
[CUSTOMER][NEUTRAL] OK, alright, and um I'm just gonna go ahead and notate what and you say your name was [PII]?
[AGENT][NEUTRAL] Uh-huh. [PII], yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Last initial is.
[AGENT][NEUTRAL] [PII], and that's the call reference with today's date.
[CUSTOMER][POSITIVE] OK, that'll work thank you so much there.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][NEUTRAL] Bye-bye.