AccountId: 011433970860
ContactId: 9cabc7e3-1c38-422a-b867-c0dde62e409e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 142300 ms
Total Talk Time (AGENT): 55918 ms
Total Talk Time (CUSTOMER): 51422 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/9cabc7e3-1c38-422a-b867-c0dde62e409e_20250612T17:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] My name is [PII]. I'm calling from the facility. I need to initiate an authorization for an inpatient urgent service.
[AGENT][NEUTRAL] OK, I can check to see if authorization is required. Uh, did you say your name was [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, uh, sorry about that. Can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure. Uh callback number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and do you have that policy number?
[CUSTOMER][NEUTRAL] The member's policy number is?
[CUSTOMER][NEUTRAL] 02051881 M as in Mike L as in Lima 8.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] Sure. The member's name is [PII].
[CUSTOMER][NEUTRAL] [PII], and the patient's date of birth is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for verifying that. uh, so this policy is active. Effective date was [PII], and this is a secondary medical policy, so it is very dependent on primary, whoever they have as their primary medical, um, that being said, no authorization is required as long as their primary is willing to pay this policy can.
[CUSTOMER][NEUTRAL] OK. Can I get your name, please?
[AGENT][NEUTRAL] It's [PII]. Oh, was there anything else I could help you with?
[CUSTOMER][NEUTRAL] Uh, can I get your last name initial, please?
[AGENT][NEUTRAL] Last initial is [PII]
[CUSTOMER][NEUTRAL] Yeah. Can I get the account reference number, [PII]?
[AGENT][NEUTRAL] A reference number would just be my first name, last initial, and today's date.
[CUSTOMER][NEUTRAL] OK, you have said that authorization is not required for this service. Am I correct?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Yes, thank you for your assistance, [PII]. Have a wonderful day. Bye.
[AGENT][POSITIVE] Of course you too thank you bye bye.
[CUSTOMER][NEUTRAL] Bye.