AccountId: 011433970860
ContactId: 8894a689-ba64-49e2-b902-53945aec5a83
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 148880 ms
Total Talk Time (AGENT): 52322 ms
Total Talk Time (CUSTOMER): 75368 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/8894a689-ba64-49e2-b902-53945aec5a83_20250319T18:11_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Uh, yes, [PII], I am calling on a patient to see if pre-authorization is required.
[AGENT][POSITIVE] I'd be happy to assist with pre-authorization today. May I have your first name please?
[CUSTOMER][NEUTRAL] The one
[AGENT][POSITIVE] And one, if I can get a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] And uh let me see what I have.
[CUSTOMER][NEUTRAL] 025844447
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII].
[AGENT][NEUTRAL] And I'm sorry you were needing um.
[CUSTOMER][NEUTRAL] I was just checking on pre-authorization on uh.
[AGENT][NEUTRAL] Pre-authorization. Now, are you calling for medical or dental?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Dental.
[AGENT][NEUTRAL] OK, it's not required.
[AGENT][NEUTRAL] For pre-op it's not required.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, well I didn't.
[AGENT][POSITIVE] Recommended, just not required.
[CUSTOMER][NEUTRAL] OK, well I didn't know because he's coming this uh week and um he was gonna get impressions for dentures so I didn't know if that was something that had to be pre-op.
[AGENT][NEUTRAL] Well, I'm glad you called because the policy he has does not have coverage for major services, so that would not be a covered benefit.
[CUSTOMER][NEUTRAL] Oh, so there's no major.
[AGENT][NEUTRAL] Did you need a fax back breakdown of his benefits?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let me see if I have it. I do have it in the.
[CUSTOMER][NEUTRAL] I do have it that there's no major.
[CUSTOMER][NEUTRAL] Now that you said that I went and looked and it's just basic and um.
[AGENT][NEUTRAL] Preventative.
[CUSTOMER][NEUTRAL] Preventative, that's all I do have.
[CUSTOMER][NEUTRAL] OK then that's all I need. I will just put on there that there is no major so that they will know.
[AGENT][NEUTRAL] OK, was there anything else I can assist with today?
[CUSTOMER][POSITIVE] No ma'am, that would be all, and I appreciate your help.
[AGENT][POSITIVE] Thank you for calling APL you have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Mhm bye bye.