AccountId: 011433970860
ContactId: 59922bc0-c440-43cd-8b8b-646600a90a41
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112379 ms
Total Talk Time (AGENT): 45655 ms
Total Talk Time (CUSTOMER): 31153 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/59922bc0-c440-43cd-8b8b-646600a90a41_20250425T21:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi sir, my name's [PII] Last name S like [PII]. I'm calling from my doctor's office. Just wanna know the patient needs prior off for a CBT code, please.
[AGENT][NEUTRAL] All right, [PII], I'm happy to check. Do you have the patient's policy number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] 0222.
[CUSTOMER][NEUTRAL] 3671 Mary Lima 8.
[AGENT][NEUTRAL] All right, thank you. Let me pull that up here one moment.
[AGENT][NEUTRAL] And what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you so much. So Erica does have an active policy. It is a different policy number. Do you need that?
[CUSTOMER][NEUTRAL] Uh, let's see if I told you the wrong one.
[CUSTOMER][NEUTRAL] It's a ZZ 4831198.
[AGENT][NEUTRAL] Uh, the active one is 02538157.
[CUSTOMER][NEUTRAL] 02.
[AGENT][NEUTRAL] 38157.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Effective date is [PII] for the member's secondary insurance, so no prior authorization is required. This covers deductible, co-pay, co-insurance, a primary does not.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] This is her secondary?
[AGENT][NEUTRAL] This is a secondary policy, yes.
[CUSTOMER][NEUTRAL] Um, I got you. OK, then I'll just call the primary.
[AGENT][POSITIVE] OK, not a problem.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] Uh, bye bye [PII].