AccountId: 011433970860
ContactId: 2b05d4a7-1fc9-46a5-8383-5106f558bd5d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 121959 ms
Total Talk Time (AGENT): 32478 ms
Total Talk Time (CUSTOMER): 83392 ms
Interruptions: 1
Overall Sentiment: AGENT=2.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/2b05d4a7-1fc9-46a5-8383-5106f558bd5d_20250128T18:57_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling AP. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. My initial is [PII]. I'm calling on behalf of the doctor's office to verify for a pre-certification for a secondary insurance. So please advise that this call is recorded for quality and mentoring purposes. Hi, uh, is it correct? Your name is [PII]?
[AGENT][POSITIVE] That is correct, [PII], um, I can help you with that. Can I get a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Yeah, sure, my call back number is [PII] and no extension.
[AGENT][NEUTRAL] The member's policy number.
[CUSTOMER][NEUTRAL] Oh sure.
[CUSTOMER][NEUTRAL] I have here a member ID of 02473025 M for Mike L for Lima 8.
[AGENT][NEUTRAL] Remember's name, date of birth?
[CUSTOMER][NEUTRAL] Mhm. So this number is [PII]. Date of birth I have [PII].
[AGENT][NEUTRAL] OK, [PII], thank you for that. And you said you wanted to get a pre-certification?
[CUSTOMER][NEUTRAL] Mhm. Yes, uh, to know if prior authorization is required for the code that I have here and this is for a secondary insurance or secondary policy.
[AGENT][NEUTRAL] We don't require any authorization. We go based off the member's primary insurance.
[CUSTOMER][NEUTRAL] I have you.
[CUSTOMER][NEUTRAL] Mhm. So, uh, no prior authorization will be required since, uh, you follow, uh, primary insurance, correct?
[AGENT][NEUTRAL] We just don't require any authorization.
[CUSTOMER][NEUTRAL] Mhm. Uh, because you follow, um, primary insurance.
[CUSTOMER][NEUTRAL] Right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Mhm thank you so much for the for confirming. Can I ask your call address?
[AGENT][NEUTRAL] We don't give reference numbers. You can use my name in today's date.
[CUSTOMER][POSITIVE] Mhm. Name and date. Thank you so much for well I that I didn't get all the information you need mhm.
[AGENT][POSITIVE] No problem, [PII]. Was there anything I can help you with today?
[AGENT][POSITIVE] Alright, thanks for calling AL. You have a wonderful day.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Bye.