AccountId: 011433970860
ContactId: 32e3982b-0c72-4f07-95d3-3d16e528271b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 190220 ms
Total Talk Time (AGENT): 73164 ms
Total Talk Time (CUSTOMER): 104348 ms
Interruptions: 1
Overall Sentiment: AGENT=2.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/32e3982b-0c72-4f07-95d3-3d16e528271b_20250227T13:55_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. How are you?
[AGENT][POSITIVE] I'm doing well, [PII], thank you for asking. How are you today?
[CUSTOMER][NEUTRAL] Good, I'm calling because I'm calling to see if the patient needs an authorization for tests that we have uh actually scheduled for him. He has a couple of different ones.
[AGENT][POSITIVE] All right, well, it would be my pleasure to assist you with that authorization information, [PII]. What is a good call back number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and the policy number for the patient please ma'am?
[CUSTOMER][NEUTRAL] OK, let me get back to him. I was actually trying to.
[CUSTOMER][NEUTRAL] Be productive.
[CUSTOMER][NEUTRAL] Well, I was waiting on you.
[AGENT][POSITIVE] Oh, no, I hope you didn't have to wait long.
[CUSTOMER][NEUTRAL] No, not really actually you picked up sooner than I thought you would.
[CUSTOMER][NEUTRAL] OK, so it is 02594488.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And what is the patient's name and date of birth? Oh.
[CUSTOMER][POSITIVE] I, yeah, I am going to spell that. I knew that's why I knew that's why you did that.
[AGENT][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Yeah, first name is [PII] Last name is [PII] Date of birth is [PII]. Looks like he has, uh he went to a cardiologist and they have scheduled like 3 tests for him.
[AGENT][NEUTRAL] Hm
[AGENT][POSITIVE] OK, and I can help you with that authorization and benefits as well.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now I am showing his policy is active as of [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] This is a limited indemnity policy.
[AGENT][NEUTRAL] Authorization is not required for any services.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the only diagnostic testing covered is for an MRI, colonoscopy, or a CT scan.
[CUSTOMER][NEGATIVE] And these are neither.
[CUSTOMER][NEUTRAL] Um, it's actually because they went to a cardiologist. They've got an echocardiogram.
[CUSTOMER][NEUTRAL] And then a two part stress test which is a myocaro and then the stress to follow.
[AGENT][MIXED] Yeah. And unfortunately, those are not covered. That's correct.
[CUSTOMER][NEUTRAL] So neither of those are covered?
[CUSTOMER][NEUTRAL] OK, I'll have to let them know that and see what he wants to go with that.
[CUSTOMER][NEUTRAL] And I don't know if I can actually, I hope he speaks English.
[CUSTOMER][NEUTRAL] I'll be like, oh no, I mean, he may.
[AGENT][NEGATIVE] I'm afraid with, unless he speaks Spanish, which I don't believe he would, I wouldn't be able to help him.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Right, right, right, so with that name I'm like, you know, I mean, but a lot of them come over they do.
[AGENT][NEUTRAL] Hm.
[AGENT][POSITIVE] That's right, that's right.
[CUSTOMER][POSITIVE] All right, well thank you so much you have a great day, OK?
[AGENT][NEUTRAL] They do.
[AGENT][POSITIVE] I hope you have a great day as well, [PII]. It's been a pleasure to assist you with those benefits and thank you for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] OK, thank you, bye.
[CUSTOMER][NEUTRAL] [PII], I just cut, I just cut somebody off just to get you girl.