AccountId: 011433970860
ContactId: 3fc67520-9aea-4751-82a5-ebce11b3e457
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 308940 ms
Total Talk Time (AGENT): 82155 ms
Total Talk Time (CUSTOMER): 129226 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/3fc67520-9aea-4751-82a5-ebce11b3e457_20250403T17:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, hi. Good afternoon. My name is [PII]. I'm calling from provider's office. This call is being recorded for quality and training purpose, and I would like to know the information regarding the, the authors is required or not for one of our patients. Can you please check with that?
[AGENT][NEUTRAL] OK, I can check authorization for you and can you please spell your name for me and give me your callback number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, my name is [PII] Last [PII].
[CUSTOMER][NEUTRAL] And my callback number is [PII].
[CUSTOMER][NEUTRAL] [PII]. May I know your name, please?
[AGENT][POSITIVE] Thank you. What's
[AGENT][NEUTRAL] Yes, my name is [PII]. It's [PII]
[AGENT][NEUTRAL] And what is the um name of the facility you're calling from?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Orthopedic and neurosurgery specialist. And what's the last name of the initial?
[AGENT][NEUTRAL] A
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then what's [PII], yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Date of birth policy number.
[CUSTOMER][NEUTRAL] They
[CUSTOMER][NEUTRAL] Member's ID is 01.
[CUSTOMER][NEUTRAL] 660259
[CUSTOMER][NEUTRAL] [PII] in [PII], 8.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And that was 02660259?
[CUSTOMER][NEUTRAL] Sorry.
[AGENT][NEUTRAL] That um policy number was 02660259ML8.
[CUSTOMER][NEUTRAL] Not the 02. It's 0166.
[AGENT][NEUTRAL] 0166. Sorry.
[CUSTOMER][NEUTRAL] Who
[AGENT][NEUTRAL] OK, and then what's the patient's name?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Name of the patient is [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] OK, let me look up that policy real quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy with us and her effective date is [PII] and no authorization is required for this policy.
[AGENT][NEUTRAL] Not the primary insurance.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. Authorization is not required for this number for the, uh, can you please verify with the procedure codes?
[AGENT][NEUTRAL] Uh, we won't need procedure codes. Um, authorization is not required for this policy because it's not the primary insurance.
[CUSTOMER][NEUTRAL] He
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. Authorization is not required for this number, is it right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK. Can you please provide me the call reference number for the given information?
[AGENT][NEUTRAL] Sir, can you repeat?
[CUSTOMER][NEUTRAL] Can you
[CUSTOMER][NEUTRAL] Can you please provide me the call reference number?
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Can you repeat the question?
[CUSTOMER][NEUTRAL] Can you repeat
[CUSTOMER][NEUTRAL] Call reference number?
[AGENT][NEUTRAL] Is my name [PII] and today's date?
[CUSTOMER][POSITIVE] OK. Thank you, thank you first have a nice day. Bye-bye.
[AGENT][POSITIVE] Thank you, you have a wonderful day too. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Nothing else apart from this.
[AGENT][POSITIVE] OK, you have a good day and thanks for calling APL.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] This
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] No no.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Good.
[CUSTOMER][NEUTRAL] Oh my
[CUSTOMER][NEUTRAL] Then
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And I get back to the clinic.
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] someone from the.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh got it.
[CUSTOMER][NEUTRAL] Maybe
[CUSTOMER][NEUTRAL] [PII] yeah.
[CUSTOMER][NEUTRAL] Um.