AccountId: 011433970860
ContactId: 75479b64-9e85-40d4-821c-467d6e07e213
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 110019 ms
Total Talk Time (AGENT): 51390 ms
Total Talk Time (CUSTOMER): 50904 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/75479b64-9e85-40d4-821c-467d6e07e213_20250110T19:53_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name's [PII]. I'm calling from the Jacksonville Sleep Center. I'm trying to, uh, see if my patient needs prior authorization for a home sleep study. I don't know if I'm on the right extension or not.
[AGENT][NEUTRAL] OK, uh, [PII], can I get a good callback number?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. And uh [PII], do you have the insured policy number by chance?
[CUSTOMER][NEUTRAL] Yes it is um pull it up here.
[CUSTOMER][NEUTRAL] It is 02496247.
[AGENT][NEUTRAL] OK, thank you. And uh some last thing, can you confirm the insured's name and date of birth for me?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Oh, you did better than me. I would have butchered that last name.
[CUSTOMER][NEUTRAL] I think it's getting down it looks like it.
[AGENT][NEUTRAL] OK, so you said you're calling to see if an authorization is required, correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so looking at the policy, um, this is a secondary supplemental policy and it doesn't look like authorization is required for any services.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's a secondary to another insurance she has?
[AGENT][NEUTRAL] Yes ma'am, this is a secondary supplemental policy.
[CUSTOMER][NEUTRAL] OK, do you are you showing whatever her primary is because we only have this one on file for her.
[AGENT][NEUTRAL] I do not. You would have to uh ask the insured for that. I'm sorry.
[CUSTOMER][NEUTRAL] OK, I'll reach out to her.
[CUSTOMER][NEUTRAL] OK, that's OK. No, that's alright. You answered what I needed for this. Is there a reference for the call?
[AGENT][NEUTRAL] It's gonna be my name [PII] with the first initial to my last name [PII] and today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you for your help I appreciate it.
[AGENT][POSITIVE] Yes ma'am, is there anything else I can help you with today?
[CUSTOMER][POSITIVE] That's all I have for now, thank you.
[AGENT][POSITIVE] OK, well thank you for calling AP you have a great day.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][NEUTRAL] Uh