AccountId: 011433970860
ContactId: 77651f0a-472f-4027-a576-fd1beea418b6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 75639 ms
Total Talk Time (AGENT): 25811 ms
Total Talk Time (CUSTOMER): 32470 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/77651f0a-472f-4027-a576-fd1beea418b6_20250530T19:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] and I'm calling from [PII]. I just need to check prior authorization requirement for a member.
[AGENT][POSITIVE] All right, [PII], happy to help. What's the patient policy number?
[CUSTOMER][NEUTRAL] Yes, it is 66 J as in Juliet 000.
[CUSTOMER][NEUTRAL] 1367.
[AGENT][NEUTRAL] All right, I apologize, [PII], that's not our policy number. All of our policies are going to be just numerical. Do you have a certificate number, anything like that?
[CUSTOMER][NEUTRAL] Uh, just one more thing, as for my last conversation with [PII]
[CUSTOMER][NEUTRAL] She told me that authorization is not required for American medical security.
[CUSTOMER][NEUTRAL] For any of the uh requested services or outpatient, is it right?
[AGENT][NEUTRAL] I'm not certain who American Medical Security is. Who is that? The group?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] So we do not require pre-authorization, however.