AccountId: 011433970860
ContactId: 7dd6826c-2784-405a-b125-2540a09d9dd0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 353220 ms
Total Talk Time (AGENT): 113233 ms
Total Talk Time (CUSTOMER): 162946 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/7dd6826c-2784-405a-b125-2540a09d9dd0_20250520T22:18_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII].
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Yeah, um,
[CUSTOMER][NEUTRAL] My, um,
[CUSTOMER][NEUTRAL] OBGYN was calling or um fax.
[CUSTOMER][NEUTRAL] About my, um, I have to do a surgery, then if they have that um.
[CUSTOMER][NEUTRAL] The approval from my secondary insurance.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, do you have your policy number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Is that the group, the group number?
[AGENT][NEUTRAL] Uh, it should be a policy certificate number.
[AGENT][NEUTRAL] Or I can look it up by your last name or social.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Yes, um, my last name is uh [PII]
[AGENT][NEUTRAL] OK, give me one moment.
[AGENT][NEUTRAL] OK, and your first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, can you verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then what is your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then do you have a good callback number in case we are disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And then did you have a question about your policy?
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] Um, like I have to do surgery in this month.
[CUSTOMER][NEUTRAL] My doctor uh waiting on the approval.
[CUSTOMER][NEUTRAL] For the
[CUSTOMER][NEUTRAL] To give the access to, to do the.
[CUSTOMER][NEUTRAL] The uh surgery?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Are, are you wanting to know the
[CUSTOMER][NEUTRAL] It's a call.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is the surgery gonna be in the hospital?
[CUSTOMER][NEUTRAL] Yes, um, if I, if fax it and my primary doctor fax fax it to you too.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, what, what did they fax? Like a prior authorization or?
[CUSTOMER][NEUTRAL] Yes, yes, so because we need to schedule the um at the hospital because of the waiting and
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] And the referral or authorization?
[AGENT][NEUTRAL] Um, we don't need an authorization, um, because this is a secondary policy, so it's not required for this policy. We don't need an authorization.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] We'll just pay up to what your policy covers, um, which is not a guarantee of payment it's just a basic outline we pay up to 2500 after your primary processes, so we don't need an authorization.
[CUSTOMER][NEUTRAL] They'll just pay us to
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. So, um.
[CUSTOMER][NEUTRAL] Uh, what, what about the, the doctor's waiting? You're gonna fax him something or?
[AGENT][NEUTRAL] Um, I, let me see if I don't.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Do you remember what the doctor was said? The doctor, you remember what was said? The uncle, um.
[AGENT][NEUTRAL] We, so I don't, I can't tell if I don't show we've received anything, but we like I said, we don't need to authorize anything. If you can have them get call us at the number you called, we'll tell them what your benefits are.
[CUSTOMER][NEUTRAL] I don't
[CUSTOMER][NEUTRAL] If you can have
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, can, can you tell her what the doctor was there because the secondary insurance.
[CUSTOMER][NEUTRAL] Oh, excuse me, hello?
[CUSTOMER][NEUTRAL] The funny?
[AGENT][NEUTRAL] Hello. Yes.
[CUSTOMER][NEUTRAL] Yes, this is, this is my daughter. She was with me and um when the, when we, when we give her, when she gave her the paper, come on, what he was saying, what he was saying?
[CUSTOMER][NEUTRAL] She was basically saying how um she needs an approval from the secondary insurance.
[CUSTOMER][NEUTRAL] Like an authorization.
[CUSTOMER][NEUTRAL] Like authorizing um the surgery, basically.
[AGENT][NEUTRAL] OK, so we don't, so we don't do authorizations because it's not required. We don't require an authorization. I mean, we just, we would tell the doctor, you know, this is a secondary policy for outpatient surgery, we pay up to 2500. So if they can, if they can call us, we'll verify that we don't need an authorization and we'll tell them what we will cover.
[CUSTOMER][NEUTRAL] OK,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. All right. Thank you so much.
[AGENT][NEUTRAL] OK, can I help with anything else?
[CUSTOMER][NEUTRAL] No, that's it. um, I'll I'll give them the number so they can call.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, perfect. OK, thank you so much and thanks for calling [PII]. I hope you have a good evening.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] OK, thank you.