AccountId: 011433970860
ContactId: 4e3baa47-7eec-485f-b8a3-5fe20796a866
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 95160 ms
Total Talk Time (AGENT): 49707 ms
Total Talk Time (CUSTOMER): 30007 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/4e3baa47-7eec-485f-b8a3-5fe20796a866_20250421T19:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from NMed Piedmont Surgical Associates. I'm needing to see if an outpatient procedure would require an authorization.
[AGENT][NEUTRAL] Sure, I can see if authorization is required. I'm sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you and then do you have that policy number?
[CUSTOMER][NEUTRAL] It is 02385301.
[AGENT][NEUTRAL] Got it. And then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] His name is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that, [PII]. So this policy is active. Effective date was [PII], and this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays. And while it is uh very dependent on major medical, as long as it's something they are willing to pay on this policy can so no authorization is required.
[CUSTOMER][POSITIVE] OK, great. Thank you for your help.
[AGENT][NEUTRAL] Of course is there anything else I could help you with?
[CUSTOMER][NEUTRAL] No, that was it.
[AGENT][POSITIVE] Alright, well thanks for calling API. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thanks, you too. Bye-bye.
[AGENT][POSITIVE] Thank you, bye bye.