AccountId: 011433970860
ContactId: 32ff9a68-6854-46a9-9d5c-5ee0c8d07dd5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 138029 ms
Total Talk Time (AGENT): 70960 ms
Total Talk Time (CUSTOMER): 43012 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/32ff9a68-6854-46a9-9d5c-5ee0c8d07dd5_20250127T17:58_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. My name is [PII]. How may I help?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I'm calling to see if authorization is required. Um, I see this is a secondary to patients, uh, United Healthcare plan.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I can help you with that, [PII]. What is a good callback number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you, [PII] and the policy number for the patient?
[CUSTOMER][NEUTRAL] It is 785155.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] All right, thank you, and I can help you with eligibility for [PII]. Now that policy that you gave me termed on [PII], he does have active coverage under another policy number. Can I give you his active policy number?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] As of
[AGENT][NEUTRAL] Let me as of [PII], his active policy number is 257.
[AGENT][NEUTRAL] 8802.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And this is a secondary policy to his primary authorization is not required.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right. And it, it covers um.
[CUSTOMER][NEUTRAL] Surgery
[AGENT][NEUTRAL] It does cover surgery. Um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Either in an outpatient facility or in an office, either way.
[CUSTOMER][NEUTRAL] All right, you have a.
[CUSTOMER][NEUTRAL] OK, you have a reference number for this call?
[AGENT][NEUTRAL] Reference number is my name and today's date, and I spell my name, [PII]
[AGENT][POSITIVE] CIA first initial of my last name is [PII], and it was a pleasure to assist you with that eligibility. Anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that's it. Thank you so much.
[AGENT][POSITIVE] [PII], thank you for calling APL. Hope you have a wonderful day.
[CUSTOMER][POSITIVE] You too. Thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.