AccountId: 011433970860
ContactId: 549bdce6-bf7d-4aa7-9129-7b82f7124294
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 121370 ms
Total Talk Time (AGENT): 61641 ms
Total Talk Time (CUSTOMER): 37508 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/549bdce6-bf7d-4aa7-9129-7b82f7124294_20241230T15:24_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi [PII], my name's [PII], and I'm with Acceler Health Cardiology in [PII], and I'm calling to check to see if two tests need prior authorization for a patient.
[AGENT][NEUTRAL] OK, yes, I can see if authorization is required, [PII]. uh, can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure [PII].
[AGENT][NEUTRAL] Thank you. And do you have the policy number?
[CUSTOMER][NEUTRAL] I do. It is 01822755.
[AGENT][NEUTRAL] OK, one moment please.
[AGENT][NEUTRAL] And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] Uh, [PII], [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that [PII] and this is for this was for dental correct?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No medical cardiology.
[AGENT][NEUTRAL] OK, this is their, that's what I thought this is their dental policy uh, give me just a moment let me.
[AGENT][NEUTRAL] Let me get that other one for you, OK.
[AGENT][NEUTRAL] So we do have a medical policy, um,
[AGENT][NEUTRAL] Let me know when you're ready for that policy number.
[CUSTOMER][NEUTRAL] OK, go ahead.
[AGENT][NEUTRAL] It is 01
[AGENT][NEUTRAL] 82
[AGENT][NEUTRAL] 2756.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and so this plan is active effective date was [PII] and no authorization is required for this policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, that's all I needed. Is there a call reference number?
[AGENT][NEUTRAL] It would just be my first name, last initial, and today's date and so my name is spelled [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] No, that's it thank you.
[AGENT][POSITIVE] Alright, yep, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.