AccountId: 011433970860
ContactId: 89cf2259-d7d6-4196-8719-152e76317523
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 114660 ms
Total Talk Time (AGENT): 57446 ms
Total Talk Time (CUSTOMER): 37238 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/89cf2259-d7d6-4196-8719-152e76317523_20250428T19:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] My phone's fine.
[CUSTOMER][NEUTRAL] Hi, I'm calling to verify if um.
[CUSTOMER][NEUTRAL] If a particular CPT code requires authorization.
[AGENT][NEUTRAL] OK, I could see if authorization is required. um, what was your name please?
[CUSTOMER][NEUTRAL] It's [PII]?
[AGENT][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] And [PII], if, uh, can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes it is.
[CUSTOMER][NEUTRAL] 165.
[CUSTOMER][NEUTRAL] 961-7 M as in Mary L as in Larry 8.
[AGENT][NEUTRAL] OK, and what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] It's um [PII] [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. Uh, so of course this policy is active. Effective date was [PII]. So as this is a secondary medical policy, it is designed to help with co-pay, deductible and co-insurance after major medical pays, and it is very dependent on major medical. So as long as they're willing to pay, this policy can, so no authorization is required.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and I'm sorry, what did you say your name was?
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Was there anything else I could help you with?
[CUSTOMER][NEUTRAL] And your
[CUSTOMER][NEUTRAL] Yeah, just a reference number to our call.
[AGENT][NEUTRAL] Sure, reference number would just be my first name, last initial, and today's date and my last initial is A.
[CUSTOMER][POSITIVE] Thank you so much. I appreciate it.
[AGENT][POSITIVE] Of course, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] Bye
[AGENT][POSITIVE] Thank you bye bye