AccountId: 011433970860
ContactId: a68e4169-5e78-428f-934d-e4ea57f97378
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119339 ms
Total Talk Time (AGENT): 59568 ms
Total Talk Time (CUSTOMER): 35079 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/a68e4169-5e78-428f-934d-e4ea57f97378_20250127T15:22_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] with [PII] calling for um see if a patient requires authorization.
[AGENT][NEUTRAL] OK, sure, I can assist you with authorization information, Miss [PII], and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and may I have the patient's policy number?
[CUSTOMER][NEUTRAL] It is 01792125.
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Perfect thank you and what type of service is being rendered?
[CUSTOMER][NEUTRAL] Um, outpatient, uh, pain management.
[CUSTOMER][NEUTRAL] Outpatient surgery.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Oh OK alright yeah authorization is not.
[CUSTOMER][NEUTRAL] Medicare's primary. I'm sorry, it's not Blue Cross Blue Shield's primary.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, yeah, I was like, mm, OK, um, yeah, authorization is not gonna be required. We are the secondary supplemental plan to the major medical and uh that's the reason we don't ask for authorization or we don't require authorization because we're just the secondary.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Um, do you have a call reference number? Do you guys do the date or?
[AGENT][NEUTRAL] Uh, my name in today's date would you like the spelling of my name or any other information?
[CUSTOMER][POSITIVE] Um, the spelling would be great.
[AGENT][NEUTRAL] Sure. That's [PII]. Last initial is [PII].
[CUSTOMER][POSITIVE] Perfect thank you so much have a great day.
[AGENT][POSITIVE] You're welcome. You as well, Miss [PII] and thank you for calling APL.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye.