AccountId: 011433970860
ContactId: 209f9b5c-1ef7-4138-acd5-3cc3da05cf56
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 113989 ms
Total Talk Time (AGENT): 57616 ms
Total Talk Time (CUSTOMER): 51031 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/209f9b5c-1ef7-4138-acd5-3cc3da05cf56_20250306T15:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I'm calling with Doctor [PII]'s office with Southwest Orthopedics, and I just wanted to see if there was authorization that was required for an outpatient surgery.
[AGENT][NEUTRAL] Sure, I could 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] Sure, [PII].
[CUSTOMER][NEUTRAL] And my extension is [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] I do. It is 01792094.
[AGENT][NEUTRAL] OK, and then, uh, what was the name and date of birth for the insured, please?
[CUSTOMER][NEUTRAL] [PII] date of birth is [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Perfect, thank you for verifying that, [PII]. Uh, so this policy is active. Effective date was [PII], and this is a secondary medical policy, so it is very dependent on, uh, whoever she has as her major medical. As long as they are willing to pay, this policy will help with co-pay, deductible and co-insurance. If they don't pay, then this policy can't, so no authorization is required as long as major medical is willing to pay.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Perfect that's long.
[CUSTOMER][NEUTRAL] Major
[CUSTOMER][NEUTRAL] OK perfect and uh you said her name was [PII] correct?
[AGENT][NEUTRAL] Right, [PII]
[CUSTOMER][POSITIVE] Perfect. And do you have like a reference number? Yeah, do you have like a reference number? Uh huh.
[AGENT][NEUTRAL] Was there anything else I can help you with?
[AGENT][NEUTRAL] Oh sure.
[AGENT][NEUTRAL] Yeah, that would just be my first name, last initial, and today's date and so my last initial is A.
[CUSTOMER][POSITIVE] OK perfect. All right, thank you so much, [PII]. I really appreciate it, thank you.
[AGENT][POSITIVE] Alright, of course, thanks for calling APL. Have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.