AccountId: 011433970860
ContactId: 8d16894a-b268-4ac3-903f-071ec381f848
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 62319 ms
Total Talk Time (AGENT): 24885 ms
Total Talk Time (CUSTOMER): 37559 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/8d16894a-b268-4ac3-903f-071ec381f848_20250410T15:42_UTC.wav
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[CUSTOMER][NEUTRAL] all the
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] from Henry County Health Center, and I just have a question for you. So I have a patient, um, that is getting surgery for um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, let's see, cataract surgery, and you guys are the secondary insurance. Do you go off what the primary insurance for authorization like if they approve it, do you just follow the primary?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yes, um, so as far as our secondary medical policies, um, authorization is not required, it is heavily dependent on their primary as long as they're willing to pay this policy can if they're not, this policy just, you know, can't pay anything.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK perfect that's all I was wondering thank you so much.
[AGENT][POSITIVE] OK, yeah, of course, thanks for giving us a call have a great rest of your day.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thanks. Bye-bye.