AccountId: 011433970860
ContactId: 7cd4390f-a891-4796-85ad-53c492f3ca22
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 173240 ms
Total Talk Time (AGENT): 78330 ms
Total Talk Time (CUSTOMER): 56885 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/7cd4390f-a891-4796-85ad-53c492f3ca22_20250519T17:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] and it's spelled [PII]
[CUSTOMER][NEUTRAL] And I am calling to see if pre-certification is needed for a diagnostic outpatient test. Hopefully you can help me with that.
[AGENT][NEUTRAL] Yes [PII], I can help you with the benefits and precert of a patient. Uh, can I please get your callback number, ma'am, just in case the call is disconnected.
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and what's the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] I'm calling from the Department of Specialty care of Orthopedics and sports medicine under Dr. [PII].
[AGENT][NEUTRAL] OK, thank you, and then may I get the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] Date of birth is um
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] With the policy number of 30 no no no.
[CUSTOMER][NEUTRAL] I take that back.
[CUSTOMER][NEUTRAL] Let me pull up the.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] So the policy number is 02624598.
[AGENT][NEUTRAL] OK, let me pull up her policy real quick.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy with us. The effective date of the policy is [PII].
[AGENT][NEUTRAL] [PII] and in order for you to get if pre-cert is needed or not I'll need to transfer you on over to uh benefits and a card um multi plan so that they can let you know if this um policy needs pre-certification through your provider's office.
[CUSTOMER][POSITIVE] OK perfect thank you.
[AGENT][NEUTRAL] It's gonna be, you're welcome. It's gonna be a quick hold while I transfer you. Let me go ahead and give you the number just in case the call is dropped during the transfer.
[CUSTOMER][POSITIVE] That would be wonderful.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes ma'am, it's 1-800-457.
[AGENT][NEUTRAL] 1403.
[CUSTOMER][POSITIVE] Thank you [PII] I appreciate your time.
[AGENT][POSITIVE] You're welcome you have a good week and thanks for calling APL bye bye ma'am.
[CUSTOMER][NEUTRAL] For questions about your privacy choices, please.