AccountId: 011433970860
ContactId: 4e71e0a5-8cd0-4315-b926-3a090983c8e0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 159770 ms
Total Talk Time (AGENT): 42568 ms
Total Talk Time (CUSTOMER): 77683 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/4e71e0a5-8cd0-4315-b926-3a090983c8e0_20250618T21:39_UTC.wav
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[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] What's your name again, sorry?
[AGENT][NEUTRAL] My name is [PII], that's [PII]
[CUSTOMER][NEUTRAL] SON
[AGENT][NEUTRAL] [PII] last initial [PII]
[CUSTOMER][NEUTRAL] OK. Thank you, so. And this is [PII] calling from the facility. I would like to verify if authorization is required for uh maternity or labor and delivery cause it shows here that this American Public Life policy of the member was secondary to the uh primary, which is Cigna.
[CUSTOMER][NEUTRAL] PPO do you require prior authorization for that or no auto required?
[AGENT][NEUTRAL] Um, I can check and see, Miss [PII]. May I have a callback number just in case we get disconnected and the policy number of the patient?
[CUSTOMER][NEUTRAL] Of course, that's [PII], direct?
[AGENT][NEUTRAL] OK, that's the patient's policy number, sorry.
[CUSTOMER][NEUTRAL] Uh, that's gonna be 02512553. Patient's name is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK. All right. um, OK, so this is one of our secondary supplemental plans, so authorization is not gonna be required, yes right.
[CUSTOMER][NEUTRAL] For
[CUSTOMER][NEGATIVE] Oh, very bad.
[CUSTOMER][NEUTRAL] So, let me just take a note of that.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And do you have call reference number at all?
[AGENT][NEUTRAL] We don't have reference numbers you can use my name in today state if you will.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] So, um
[CUSTOMER][POSITIVE] Uh, none for now. Thank you so much for that information and you have a great rest of your day. Bye for now.
[AGENT][POSITIVE] Yes, sir. Thank you for calling ATL. Bye-bye.
[CUSTOMER][NEUTRAL] May I disconnect your call now thank you.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] You are on hold.