AccountId: 011433970860
ContactId: 300e7f80-b3dc-4ef9-ab78-594d7b9bb2dc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 176360 ms
Total Talk Time (AGENT): 51470 ms
Total Talk Time (CUSTOMER): 84385 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/300e7f80-b3dc-4ef9-ab78-594d7b9bb2dc_20250331T18:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and the initial of my last name, [PII]. I'm calling you from the provider's office. I do have a procedure code and for the code on the check authorization is required or not. Could you please help me with that?
[AGENT][NEUTRAL] I'm happy to check to see if pre-op is needed. [PII], what's the patient's policy number?
[CUSTOMER][NEUTRAL] The policy number is 01896417.
[AGENT][POSITIVE] Thank you. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes. The callback number is [PII] direct line.
[AGENT][NEUTRAL] Thank you. May I please have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, sure. The patient first name, [PII], and the last name?
[CUSTOMER][NEUTRAL] [PII], spelled as [PII] and the patient date of birth, [PII].
[AGENT][POSITIVE] Thank you, one moment.
[AGENT][NEUTRAL] So the effective date for the patient is [PII].
[AGENT][NEUTRAL] Uh, the term date on this plan is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. [PII].
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Uh, is there any other?
[CUSTOMER][NEUTRAL] Plan for this member, other active future plan.
[AGENT][NEUTRAL] Not that I see at this time. It is a secondary insurance, no pre-authorization would have been needed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Secondary insurance and authorization will not be required, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] And the patient, uh, effective date, [PII], and the term will be [PII], right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK, ma'am. Uh thank you so much for your assistance. Uh the spelling of your name is [PII], is that right?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK. Initial and last name?
[AGENT][NEUTRAL] Is [PII].
[CUSTOMER][NEUTRAL] Mhm. Call reference?
[AGENT][NEUTRAL] Call references my name with my last initial than today's date.
[CUSTOMER][POSITIVE] OK, thank you so much for your assistance. Have a great day. Bye-bye.
[AGENT][NEUTRAL] You too, [PII]. Bye bye.