AccountId: 011433970860
ContactId: 8a90a14c-da5a-4f1e-9c1d-118ee0fbf2e1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 201770 ms
Total Talk Time (AGENT): 74639 ms
Total Talk Time (CUSTOMER): 58977 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/8a90a14c-da5a-4f1e-9c1d-118ee0fbf2e1_20250522T15:54_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, um, I'm not sure if I have the right phone number, but, um, I was needing to check and see if my patient is gonna require authorization for a J code.
[AGENT][NEUTRAL] OK, um, your name is?
[CUSTOMER][NEUTRAL] My name's [PII].
[AGENT][NEUTRAL] OK, and Ms. [PII], do you have the policy number?
[CUSTOMER][NEUTRAL] I do.
[CUSTOMER][NEUTRAL] The insurance ID number?
[AGENT][NEUTRAL] Policy certificate, yes, ma'am. It starts with 01 or 02.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Give me just a second, let me see if I can get that pulled up here.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No. Mine starts with the letter D.
[AGENT][NEUTRAL] OK. What's the patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][POSITIVE] OK, thank you ma'am give me one moment.
[AGENT][NEUTRAL] And do you have a callback number?
[CUSTOMER][NEUTRAL] Sorry to be so difficult.
[AGENT][NEUTRAL] No, you haven't been difficult at all. Uh, do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, give me one moment.
[AGENT][NEUTRAL] [PII]. And what state is she from?
[CUSTOMER][NEUTRAL] She is from [PII].
[AGENT][NEUTRAL] OK, and this is for medical, correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] Um, I can give you her policy number with our company. That other number, member ID number starts with a D that could be through IMA, but she has a separate policy with our company.
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] OK, what's that policy number?
[AGENT][NEUTRAL] Uh, yes, ma'am. It's 2603275.
[AGENT][NEUTRAL] And this type of policy is uh hospital indemnity, or words hospital indemnity plan, so prior authorization is not required.
[CUSTOMER][NEUTRAL] OK. Do, do you happen to have a reference number for me?
[AGENT][NEUTRAL] Uh, if you like, you may use my name in today's date.
[CUSTOMER][POSITIVE] OK, and I'm so sorry. What was your name again?
[AGENT][NEUTRAL] It's [PII] [PII].
[CUSTOMER][POSITIVE] All right. Thank you so much for your help today.
[AGENT][POSITIVE] Alright, you're welcome and thank you for calling APL Ms. [PII]. Have a great day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye.