AccountId: 011433970860
ContactId: 82851569-5296-476c-bef7-141aa90f7f0b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 121050 ms
Total Talk Time (AGENT): 48375 ms
Total Talk Time (CUSTOMER): 68497 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/82851569-5296-476c-bef7-141aa90f7f0b_20250225T18:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII]. I'm calling from Atrium Health Hospital and I was calling to check to see, does this patient need prior authorization for the procedure code that he will be having here.
[AGENT][NEUTRAL] Sure, I can see if authorization is required. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, area code [PII].
[AGENT][NEUTRAL] Thank you. Do you have the policy number?
[CUSTOMER][NEUTRAL] OK, the policy number is 2562592902.
[AGENT][NEUTRAL] OK. Thank you. And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, the last name is [PII] and first name is [PII] Date of birth is [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that, [PII]. Uh, so this policy is active. Effective date was [PII], and this is a limited indemnity medical plan, so no co-pays, no, uh, deductibles, and no authorization is required.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, authorization required. OK, OK, and your name again?
[AGENT][NEUTRAL] Uh, [PII]
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK, [PII]. OK, that's it. Do you have a reference?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Reference number would just be my uh first name, last initial and today's date. uh, so my last initial is [PII] and was there anything else I could help you with sir?
[CUSTOMER][NEUTRAL] For this call, yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, that would be all. Thank you.
[AGENT][POSITIVE] Alrighty, yes ma'am. Thanks for calling ATL. Have a great rest of your day.
[CUSTOMER][POSITIVE] OK. Thank you, same to you. Goodbye.
[AGENT][NEUTRAL] Goodbye.