AccountId: 011433970860
ContactId: 86572925-efe9-45de-91a9-abc4d0e3e179
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 279790 ms
Total Talk Time (AGENT): 91070 ms
Total Talk Time (CUSTOMER): 63718 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/86572925-efe9-45de-91a9-abc4d0e3e179_20250124T15:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, who did you say it was?
[AGENT][NEUTRAL] My name is [PII]. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I was calling. I just got transferred to a different line but they transferred me back here regarding a patient to see if I needed a prior authorization for a procedure.
[AGENT][NEUTRAL] OK, I can help you with that. Can you please give me your name and your call back number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, Ms. [PII], what is the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And what is [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then what is Miss [PII]?
[AGENT][NEUTRAL] Policy number, please.
[CUSTOMER][NEUTRAL] Um, D 45401289.
[AGENT][NEUTRAL] OK, and you have already been transferred to IMA?
[CUSTOMER][NEUTRAL] Yeah, and then they said that they don't have any health plan benefits, they only have it with the.
[CUSTOMER][NEUTRAL] Whatever. I can't, I can't remember what one she said you guys were.
[AGENT][NEUTRAL] OK, so when.
[CUSTOMER][NEUTRAL] IPA or something, I'm not sure.
[AGENT][NEUTRAL] Uh, so when they transferred you over to IMA, did they choose option one?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] They did. OK. Do you have the insured, uh-huh.
[CUSTOMER][NEUTRAL] Yeah, she said that
[CUSTOMER][NEUTRAL] Yeah, she said
[CUSTOMER][NEUTRAL] She said to have you guys looked her up by the name and social security number.
[AGENT][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] Yes ma'am, can you give me the social security number?
[CUSTOMER][NEUTRAL] Yeah, it is.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me look that insured up for you real quick.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Looking at there is no pre-op required. This is a limit hospital indemnity plan.
[CUSTOMER][NEUTRAL] So what does that mean?
[AGENT][NEUTRAL] So and this is just to verify her coverage. It's not a guarantee of payment, so this policy, um, the indemnity plan is a set schedule.
[AGENT][NEUTRAL] Some amount paid for a covered procedure.
[AGENT][NEUTRAL] So she does not need to have pre-authorization. It's not the major medical.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, and I think that's it.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK. Well, I'm glad I was able to help you, Miss [PII]. I hope you have a great rest of your day.
[AGENT][NEUTRAL] She called an APL.
[CUSTOMER][POSITIVE] You too. Thank you.
[AGENT][POSITIVE] You're welcome. Bye-bye, ma'am.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Bye-bye.
[AGENT][POSITIVE] Bye bye. Take care.