AccountId: 011433970860
ContactId: 4a813138-8404-4927-959e-08b74a0457c6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 78860 ms
Total Talk Time (AGENT): 43813 ms
Total Talk Time (CUSTOMER): 28531 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/31/4a813138-8404-4927-959e-08b74a0457c6_20241231T18:06_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm checking to see if prior authorization is required for an ultrasound.
[AGENT][NEUTRAL] An ultrasound. Yes, I can certainly look that up. And with whom am I speaking, please?
[CUSTOMER][NEUTRAL] Uh, this is [PII]. I'm calling from the ordering physician's office.
[AGENT][NEUTRAL] Thank you, [PII]. What is that policy number that we're looking at today?
[CUSTOMER][NEUTRAL] It is 01828796.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Patient named [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Thank you. And is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Yep, callback number [PII].
[AGENT][NEUTRAL] Thank you. This is a secondary gap insurance uh that went into effect on [PII]. It is active. Now, um, there is no pre-authorization that is required for this. As long as there is a deductible, co-payment or co-insurance for that ultrasound, um, we will, uh, we are fine, um, as long as you're OK with the pre um the major medical. Now, is there anything else at all that I may help with?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, I just wanted to make sure I kind of figured from the way the card looked, but you always have to check. Thank you.
[AGENT][POSITIVE] I, I understand. Thanks for contacting APL. Have a good day. Have a happy [PII].