AccountId: 011433970860
ContactId: 80de2fa4-42eb-4631-818b-35a565b97206
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 95750 ms
Total Talk Time (AGENT): 49760 ms
Total Talk Time (CUSTOMER): 34139 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/80de2fa4-42eb-4631-818b-35a565b97206_20250324T14:08_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, my name is [PII]. I'm calling from a provider's office. I just need to see if you guys require prior authorization.
[AGENT][NEUTRAL] I'm sure, [PII], I can assist you with benefit information. Um first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] 02579342
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] date of birth [PII].
[AGENT][NEUTRAL] OK. Thank you and just let me advise you that verification of coverage does not guarantee payment of claims. Um, and actually under this policy, there's no authorization required because this is for secondary gap insurance and we go by the primary insurance carrier's guidelines.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK perfect is there a call reference number for our call?
[AGENT][NEUTRAL] Um, yes, the reference number is my name and today's date. My name is [PII], um it's spelled [PII] Last initial is [PII], and today's date. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] I think that is it right now thank you for all your help today.
[AGENT][POSITIVE] OK. Thank you, [PII] for calling ATO. You have a great day. Mm bye.
[CUSTOMER][NEUTRAL] You too bye bye.