AccountId: 011433970860
ContactId: 39fb4115-5e97-4d6c-b092-0bf031cee8ec
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 116449 ms
Total Talk Time (AGENT): 49093 ms
Total Talk Time (CUSTOMER): 48989 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/39fb4115-5e97-4d6c-b092-0bf031cee8ec_20250121T14:34_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. My last name is [PII], calling from provider's office. Need to check the certification is required or not on particular CPT codes.
[AGENT][NEUTRAL] OK, I can help you with pre-certification. And [PII], in case this call is disconnected, may I have your callback number?
[CUSTOMER][NEUTRAL] It was [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number, please?
[CUSTOMER][NEUTRAL] Patient's policy number is 02557374.
[AGENT][NEUTRAL] Thank you. And that was 02557374?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And may I have the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Patient's name is [PII].
[CUSTOMER][NEUTRAL] And date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] to get washed up.
[AGENT][NEUTRAL] OK, I show this is a limited hospital indemnity plan. I do show it's currently active, effective [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] This is not a major medical plan, so pre-authorization is not required under this coverage.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] For any, any outpatient or it will be.
[CUSTOMER][NEUTRAL] The reservation is not required. Is this correct?
[AGENT][NEUTRAL] No, it is not required. This is not a major medical plan.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. Can you provide me the call reference number for this call?
[AGENT][NEUTRAL] It'd be just my name and that's [PII] spelled [PII] Is there anything else I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Really
[CUSTOMER][NEUTRAL] Can you say your last name and share the first name?
[AGENT][NEUTRAL] My name is [PII] and that's spelled [PII], last initial [PII]
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Thank you. Thank you for your assistance. Have a good day. Bye-bye.
[AGENT][POSITIVE] You're welcome. You too, thanks for calling APL bye.