AccountId: 011433970860
ContactId: 311d3387-7e48-44c7-a693-d7b0ea941385
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 128820 ms
Total Talk Time (AGENT): 62039 ms
Total Talk Time (CUSTOMER): 48358 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/311d3387-7e48-44c7-a693-d7b0ea941385_20250411T15:16_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, so, my name is [PII]. I am calling to see if we need an authorization for a patient's surgery.
[AGENT][NEUTRAL] OK, sure. I can assist you with that information, Miss [PII]. And uh may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 020064887
[AGENT][NEUTRAL] Thank you. What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] It's [PII] and date of birth is [PII].
[AGENT][NEUTRAL] OK, perfect. Thank you. And you're calling from which facility for my notation, Miss [PII]?
[CUSTOMER][NEUTRAL] University of Iowa Hospital.
[AGENT][NEUTRAL] OK, thank you. All right. So let's see, it looks like we have an effective date of [PII]. It is active for [PII] and authorization is not gonna be required because we are the secondary supplemental plan to the major medical.
[CUSTOMER][NEUTRAL] OK, does that excuse me, does that apply for all services in case she has other things done if it's secondary, there's no author required? OK, good to know. I'll make a note of that.
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] Correct.
[AGENT][POSITIVE] That is correct, yes. Mhm. Yes.
[CUSTOMER][NEUTRAL] And um do you mind spelling your name for me?
[AGENT][NEUTRAL] Oh, sure. And my name is [PII], that's [PII].
[CUSTOMER][NEUTRAL] OK, and do you use call reference numbers?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will.
[CUSTOMER][POSITIVE] All right thank you so much enjoy your day.
[AGENT][POSITIVE] You're welcome. You as well. Thank you for calling APR Miss [PII]. Bye-bye.
[CUSTOMER][NEUTRAL] Mm. Bye-bye.