AccountId: 011433970860
ContactId: 7c6fada3-93a3-4cbd-9982-96469fcb7225
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 73290 ms
Total Talk Time (AGENT): 35940 ms
Total Talk Time (CUSTOMER): 25090 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/7c6fada3-93a3-4cbd-9982-96469fcb7225_20250128T19:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh yes, my name is [PII] calling from Doctor [PII]'s office. I was calling to check to see if an outpatient surgery required a prior authorization.
[AGENT][POSITIVE] OK, I'm happy to check on that for you. [PII]. Do you have the patient's uh policy number?
[CUSTOMER][NEUTRAL] I do. It is 02279407.
[AGENT][NEUTRAL] OK, let me pull this up here, one moment.
[AGENT][NEUTRAL] And can I get the patient name and date of birth, please?
[CUSTOMER][NEUTRAL] Yes, [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Thank you so much. So the patient's plan is active. The effective date if you need that is 10-12-22. No pre-authorization is required. We're the secondary insurance, so this is gonna cover deductible, co-pay, co-insurance. The primary doesn't.
[CUSTOMER][NEUTRAL] OK great and what was your name again?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] And initial to your last name.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][POSITIVE] All right, thank you so much for your help.
[AGENT][POSITIVE] You're welcome. Have a good one, [PII].
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.