AccountId: 011433970860
ContactId: 2f3af6f4-bf86-4407-98a8-f4c1d60e0190
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 150880 ms
Total Talk Time (AGENT): 76776 ms
Total Talk Time (CUSTOMER): 45643 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/2f3af6f4-bf86-4407-98a8-f4c1d60e0190_20250203T17:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I was calling to see if a pre-author is required for a patient that came in on you yesterday.
[AGENT][NEUTRAL] OK, I can see if for all those is required. Um, what was your name?
[CUSTOMER][NEUTRAL] [PII]. What was yours?
[AGENT][NEUTRAL] OK, and then, oh, it's [PII] last initial is [PII]
[AGENT][POSITIVE] And then can I get a good call back number from you [PII] in case we're disconnected?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, it's gonna be D 45310888.
[AGENT][NEUTRAL] OK, so that's actually not gonna be one of our policy numbers, [PII], that is through, uh, they're called 90 Degrees. Um, do you maybe have their social? I could search for them that way.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Social is.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] And what was the name for the patient?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, do you have the date of birth?
[CUSTOMER][NEUTRAL] Date of birth is going to be [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that [PII], and this was for um well you said pre-op, so yes, this is medical alrighty um so I did find her policy it is active, uh, that effective date was [PII], and this is a limited indemnity medical plan so it does not require there's no copays, no deductibles, and no pre-authorization is required. And if you'd like, I can give you the policy number she's got with us whenever you're ready.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Ready.
[AGENT][NEUTRAL] It is 02569870.
[CUSTOMER][NEUTRAL] And this is ATL.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] All right, and what can I use for a call reference number?
[AGENT][NEUTRAL] It would just be my first name, last initial, and today's date.
[AGENT][NEUTRAL] And was there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] That is it. Thank you so much.
[AGENT][POSITIVE] Alright, yeah, thanks for calling ATO have a great rest of your day.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Bye bye