AccountId: 011433970860
ContactId: 84b1f9dc-41e5-4da3-af6c-7f5b04b45472
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 149470 ms
Total Talk Time (AGENT): 66776 ms
Total Talk Time (CUSTOMER): 59842 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/84b1f9dc-41e5-4da3-af6c-7f5b04b45472_20250527T14:47_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 I need to check eligibility and um see if prior office required for an outpatient procedure for a patient.
[AGENT][NEUTRAL] OK, I can help you with eligibility and prior authorization. Can I please get your callback number, Miss [PII], just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] It is [PII]. No, [PII].
[AGENT][NEUTRAL] We learned something, didn't we?
[CUSTOMER][NEUTRAL] And his date of birth.
[CUSTOMER][POSITIVE] That's right
[CUSTOMER][NEUTRAL] His date of birth is [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And his policy number is 02137788.
[AGENT][NEUTRAL] OK, let me look up that policy real quick.
[AGENT][NEUTRAL] Well, I say real quick, our computers have been slow this morning, so it's gonna be a minute while it pulls it up for us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. OK.
[AGENT][NEUTRAL] I do show that [PII] does have an active policy with us. The effective date of the policy is [PII].
[AGENT][NEUTRAL] And pre-authorization would not be required. This is not the um major medical insurance. It's a supplement.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, he has Cigna, not major medical.
[CUSTOMER][NEUTRAL] To supplement. OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] All right. And will there be a call reference number for us today?
[AGENT][NEUTRAL] Yes, you can use my name [PII] in today's date.
[CUSTOMER][POSITIVE] OK, perfect. Thank you very much for your help. I appreciate it. Have a good day.
[AGENT][POSITIVE] You're very welcome, Miss. [PII]. You have a blessed week and thanks for calling ATO.
[CUSTOMER][NEUTRAL] Bye.