AccountId: 011433970860
ContactId: a29ea5c7-d19a-4c3a-bb44-8c4ef98d8003
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 77540 ms
Total Talk Time (AGENT): 31878 ms
Total Talk Time (CUSTOMER): 34669 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/a29ea5c7-d19a-4c3a-bb44-8c4ef98d8003_20250409T21:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, this is [PII] calling from [PII]'s office, and I was calling to check, um, to see about like checking eligibility and then on a prior authorization if if it's needed or not.
[AGENT][POSITIVE] OK, [PII], I'm happy to help. Uh, do you have their policy number?
[CUSTOMER][NEUTRAL] Yes, it's 02319989.
[AGENT][NEUTRAL] OK. And then can I get the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII] and date of birth is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. So the patient is active. The effective date is [PII].
[AGENT][NEUTRAL] Uh, no prior authorization is required. We're the members' secondary insurance, so this is gonna cover deductible, co-pay, co-insurance. The primary doesn't.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] All right, that's all I need to know then.
[AGENT][POSITIVE] All right sounds good.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Have a good day.
[CUSTOMER][NEUTRAL] Bye bye you too bye.
[AGENT][NEUTRAL] Ah.