AccountId: 011433970860
ContactId: 3ea9e288-be2e-408d-9ffa-f2bcc0714dd8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 83290 ms
Total Talk Time (AGENT): 46571 ms
Total Talk Time (CUSTOMER): 22989 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/3ea9e288-be2e-408d-9ffa-f2bcc0714dd8_20250307T15:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] with Doctor [PII]'s office, and I was calling to see if a prior authorization is required for testing we have scheduled for a patient.
[AGENT][NEUTRAL] OK, yeah, let's take a look, [PII]. Do you have their policy number?
[CUSTOMER][NEUTRAL] 02007916
[AGENT][POSITIVE] Alright, thank you for that. Give me one second here, let me pull this up.
[AGENT][NEUTRAL] And if I can get the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] All right, thank you so much. So the patient is active. The effective date if you need that is [PII]. Uh, where the secondary insurance, no prior authorization is needed. This is gonna cover deductible, co-pay, and co-insurance. The primary does not.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Anything else I can check on for you, [PII]?
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] Is there a call reference number?
[AGENT][NEUTRAL] Yeah, absolutely. That's my name with my last initial and then today's date. My name again is [PII], that's [PII], last initial [PII].
[CUSTOMER][POSITIVE] OK perfect thank you [PII].
[AGENT][POSITIVE] You're welcome. Have a good day, [PII].
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][NEUTRAL] Bye.