AccountId: 011433970860
ContactId: 7e7a88c4-c9fc-4aa4-a77a-c84efaf9e864
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112620 ms
Total Talk Time (AGENT): 40476 ms
Total Talk Time (CUSTOMER): 43811 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/7e7a88c4-c9fc-4aa4-a77a-c84efaf9e864_20250611T12:43_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, yes, my name is [PII]. I'm calling from South Carolina Internal Medicine. I'm calling to see if um authorization is required for a test.
[AGENT][NEUTRAL] OK, [PII], do you have a phone number I can get in case we get disconnected I can call you back.
[CUSTOMER][NEUTRAL] Uh-huh, it's [PII].
[AGENT][NEUTRAL] And do you have their policy number?
[CUSTOMER][NEUTRAL] I do, it is.
[CUSTOMER][NEUTRAL] 02559439.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment, please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And can I verify her date of birth?
[CUSTOMER][NEUTRAL] Sure. It is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And you were just wanting to know if we require pre-authorization?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, I can help you with that. This policy doesn't require pre-authorization. It coordinates with their primary insurance.
[CUSTOMER][NEGATIVE] Oh this is not their primary OK so.
[AGENT][NEUTRAL] No, ma'am. This is a secondary policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Gotcha. OK. Thank you so much. I appreciate that.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] Thank you, [PII] for calling APO. You have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.