AccountId: 011433970860
ContactId: 9bd19b02-c284-497f-94cd-67bab495daee
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 91849 ms
Total Talk Time (AGENT): 48319 ms
Total Talk Time (CUSTOMER): 29828 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/9bd19b02-c284-497f-94cd-67bab495daee_20250102T17:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII] SS Health Saint Anthony's Hospital. I'm calling to see if you need if we need authorization for secondary procedure.
[AGENT][NEUTRAL] OK, yeah, I can check to see if authorization is required. I'm sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Uh, [PII], what was your name again?
[AGENT][NEUTRAL] Uh, [PII]
[AGENT][NEUTRAL] OK, and [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] [PII], that is direct.
[AGENT][NEUTRAL] OK, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] 021-318-19 and we have a secondary to Blue Cross.
[AGENT][POSITIVE] Got it. OK, thank you.
[AGENT][NEUTRAL] And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that [PII]. Uh, so this policy is active. Effective date was [PII], and yes, this is a secondary medical policy, no authorization is required. It is heavily dependent on primary, so as long as primary is willing to pay this policy can.
[CUSTOMER][NEUTRAL] OK. Can I get a reference number, please?
[AGENT][NEUTRAL] Yes, that would just be my first name, last initial, and today's date. And so my last initial is [PII] and was there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] That'll be it. Thank you.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you bye bye.