AccountId: 011433970860
ContactId: a681f1d1-626f-4a08-9380-c5a5b90fa31a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 118160 ms
Total Talk Time (AGENT): 55362 ms
Total Talk Time (CUSTOMER): 37459 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/a681f1d1-626f-4a08-9380-c5a5b90fa31a_20250205T21:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], and I'm calling from our provider's office trying to see if pre-cert will be required for our patients.
[AGENT][NEUTRAL] OK [PII], I can help you with pre-cert um what is the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Advanced Orthopedics of Oklahoma.
[AGENT][NEUTRAL] OK, thank you and then what is your callback number Miss [PII] just in case our call gets disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then what is the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. What is [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And her policy number, please?
[CUSTOMER][NEUTRAL] 02458377
[AGENT][POSITIVE] OK, thank you, let me look her up real quick.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy with us. Her effective date is [PII].
[AGENT][NEUTRAL] A pre-cert is not um required because this is not the major medical insurance.
[AGENT][NEUTRAL] This is a supplemental insurance policy that helps with deductible, co-pay or co-insurance.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect that makes sense. Is there a call reference number for our call?
[AGENT][NEUTRAL] Yes ma'am, you can use my name it's [PII] and today's date.
[CUSTOMER][POSITIVE] OK, I got it thank you for your help, [PII].
[AGENT][POSITIVE] You're very welcome, [PII]. You have a good night and thanks for calling APL.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.