AccountId: 011433970860
ContactId: 913d27b6-338f-4615-a1eb-eb5451d88025
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 82669 ms
Total Talk Time (AGENT): 40780 ms
Total Talk Time (CUSTOMER): 30098 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/913d27b6-338f-4615-a1eb-eb5451d88025_20250514T16:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Suma Health Systems Hospital. I was just calling to get benefits and find out if prior authorization was needed for patients upcoming outpatient surgery.
[AGENT][POSITIVE] Yeah, not a problem, [PII]. Happy to help. What's your policy number?
[CUSTOMER][NEUTRAL] 01125839
[AGENT][NEUTRAL] Name and date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[AGENT][NEUTRAL] So we are the members' secondary insurance. They are active. Effective date is [PII]. This covers deductible, co-pay, co-insurance. The primary does not. Their outpatient benefits on this are $2000 it looks like, uh, for the year.
[CUSTOMER][NEUTRAL] That's the benefit that you guys pay up pay up to $2000 a year.
[AGENT][POSITIVE] Correct, yes.
[CUSTOMER][NEUTRAL] OK, alright, so no needed.
[AGENT][POSITIVE] Correct, no prior authorization needed.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, is there a call reference number I can use?
[AGENT][NEUTRAL] Yeah, call references my name with my last initial then today's date. My name is [PII], last initial T then today's date.
[CUSTOMER][POSITIVE] All right thanks so much you have a great day.
[AGENT][NEUTRAL] You too bye bye.
[CUSTOMER][NEUTRAL] Bye bye.