AccountId: 011433970860
ContactId: 9a936a61-93d1-4ed5-b721-0229bd54d3c2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 218759 ms
Total Talk Time (AGENT): 62740 ms
Total Talk Time (CUSTOMER): 99302 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/9a936a61-93d1-4ed5-b721-0229bd54d3c2_20250130T21:10_UTC.wav
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[CUSTOMER][NEUTRAL] Hi.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider's office. I need to check whether authorization is required or not. Could you please help me on that?
[CUSTOMER][NEUTRAL] 415.
[AGENT][NEUTRAL] You need to check if authorization is needed on a patient, is that correct, [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yeah, yeah, that's right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thank you, sir. What is your callback number? I can help you with that.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, sir. And what is the patient's name?
[CUSTOMER][NEUTRAL] First name is [PII]. Last name is [PII]. Date of birth, [PII].
[AGENT][NEUTRAL] Thank you. And what's [PII]'s policy number?
[CUSTOMER][NEUTRAL] 02557145.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] Can you
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] OK, looking at the policy.
[AGENT][NEUTRAL] It does not need prior authorization because this is not the major medical plan.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] You.
[CUSTOMER][NEUTRAL] OK, just a second.
[AGENT][NEUTRAL] And the policy is lapsed.
[CUSTOMER][NEUTRAL] So the, uh, policy is still active.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] May I know the term date?
[AGENT][NEUTRAL] The
[CUSTOMER][NEUTRAL] Be.
[AGENT][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] Could you please repeat that? Your voice is breaking.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] So, there is no active policy for this patient, right?
[AGENT][NEUTRAL] No.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with, [PII]?
[CUSTOMER][NEUTRAL] OK, may I know your name?
[CUSTOMER][NEUTRAL] Your name?
[AGENT][NEUTRAL] My name is [PII]
[CUSTOMER][NEUTRAL] And call reference number?
[AGENT][NEUTRAL] What is the name?
[AGENT][NEUTRAL] Yes sir, what is the name of the provider's office that you're calling from?
[CUSTOMER][NEUTRAL] AdventHealth Hins Gel Hospital.
[AGENT][NEUTRAL] OK, and the last initial of my name is is A.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you can use my name and today's date for the reference number.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][POSITIVE] You're very welcome, [PII]. You have a good night. Thanks for calling APL.
[CUSTOMER][NEUTRAL] Mhm.