AccountId: 011433970860
ContactId: 9eabeb25-a73e-44dc-b3fc-bee9acb02718
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 447049 ms
Total Talk Time (AGENT): 86328 ms
Total Talk Time (CUSTOMER): 87143 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=-1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/9eabeb25-a73e-44dc-b3fc-bee9acb02718_20250505T13:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, [PII]. Good morning.
[AGENT][POSITIVE] Good morning. How can I help? Yeah, good morning. How can I help?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Yes. Good morning, [PII]. This is [PII] and I'm calling from Advanced ENTN Allergy.
[AGENT][NEUTRAL] How can I help today, [PII]?
[CUSTOMER][NEUTRAL] Yeah, I'd like to create an authorization, please.
[AGENT][NEUTRAL] All right, you're checking to see if pre-authorization is required?
[CUSTOMER][NEUTRAL] Oh, I want to start an authorization.
[AGENT][NEUTRAL] Do you have a patient's policy number?
[CUSTOMER][NEUTRAL] Uh, is that the, um,
[CUSTOMER][NEUTRAL] Insurance ID number.
[AGENT][NEUTRAL] It should be a certificate number, yes.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] It's 025.
[CUSTOMER][NEUTRAL] 44684.
[AGENT][NEUTRAL] OK, let me pull this up. Give me one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Excuse me.
[AGENT][POSITIVE] All right, [PII], thank you so much. And then do you have a good callback number just in case if something happens on the call?
[CUSTOMER][NEUTRAL] OK. That would be [PII].
[AGENT][NEUTRAL] All right, thank you so much, [PII]. So let me check on this for you as far as the authorization. Give me just one moment please. I need to place you on a brief hold, OK?
[CUSTOMER][POSITIVE] OK, sure. Thank you so much.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Authorization.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] is require.
[AGENT][NEUTRAL] Oh [PII].
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] I knew that.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for your patience on that, [PII]. So, um, just to verify, the patient's plan is a limited benefit plan and so it's not considered a major medical. Therefore, we do not do any pre-authorization and it's not required.
[CUSTOMER][NEUTRAL] OK. Um, so, do you need to ask me the CPT code or no, none?
[AGENT][NEGATIVE] Mm mm, no.
[CUSTOMER][NEUTRAL] Oh, OK. So, for all kinds of um surgery procedures, you mean it doesn't require an authorization?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Oh, that's a great one.
[CUSTOMER][NEUTRAL] OK. Um, can I have, um, [PII], the initial to your last name, please?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] OK. What about the reference number for this call?
[AGENT][NEUTRAL] Call reference is my name with my last initial than today's date. My name again is [PII], that's [PII] Last initial is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm. OK. So, um, for, um, um, surgeries like that, um, it doesn't require an authorization for this kind of insurance. Is that correct?
[AGENT][NEUTRAL] Right, cause it's not a major medical plan. It's a limited benefit plan.
[CUSTOMER][POSITIVE] OK. That's good to hear. Thank you so much, [PII]. Have a great day. Bye-bye.
[AGENT][NEUTRAL] You too. Bye-bye.