AccountId: 011433970860
ContactId: 55b68608-ae34-4532-9622-c54ab817351d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 114500 ms
Total Talk Time (AGENT): 51894 ms
Total Talk Time (CUSTOMER): 34058 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/55b68608-ae34-4532-9622-c54ab817351d_20250123T20:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] calling from A Cloud Regional Medical Center, and I'm calling to see if the CPT code is required, what authorization is required.
[AGENT][NEUTRAL] OK, I can see if authorization is required. I'm sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 1,554,900.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] Um, [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that [PII]. So this policy is active. Effective date was [PII], and as this is a secondary medical policy, it is very dependent on primary insurance. So as long as the primary is willing to pay, this policy can, uh, so no authorization is required.
[CUSTOMER][NEUTRAL] OK, and what's your name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And what's the first and your last name?
[AGENT][NEUTRAL] A
[CUSTOMER][NEUTRAL] And what's the reference number?
[AGENT][NEUTRAL] Reference number would just be my first name, last initial, and today's date. Was there anything else I could help you with?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] Alright well thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] OK.