AccountId: 011433970860
ContactId: a773e71a-d876-49f5-9549-253243499f3b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 252279 ms
Total Talk Time (AGENT): 71181 ms
Total Talk Time (CUSTOMER): 90881 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/a773e71a-d876-49f5-9549-253243499f3b_20250612T15:23_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] A calling from facilities office to check all is required or not. Could you please help me with that?
[AGENT][NEUTRAL] Sure, I can verify that for you. And [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] Sure. Policy number we have is
[CUSTOMER][NEUTRAL] 60801.
[AGENT][NEUTRAL] No, sir, that's not a policy number, that's the payer ID to submit electronic claim. Do you have a copy of a card?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Uh, yeah, just a moment. Let me check and provide you the policy number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Just a moment. Sorry for being in a long hold.
[CUSTOMER][NEUTRAL] Thanks for being on hold. Uh, have you, you there?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] So, if possible, can you check with name and date of birth?
[AGENT][NEUTRAL] What is the patient's name?
[CUSTOMER][NEUTRAL] Patient's first name will be [PII].
[CUSTOMER][NEUTRAL] And last name will be [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And the date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you. And spell the first name again for me, please.
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][POSITIVE] OK, thank you, give me one moment.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] OK, I found her. When you're ready, I can give you that policy number and effective date if you need it.
[CUSTOMER][POSITIVE] Great. Yes.
[AGENT][NEUTRAL] Policy number is 2543182.
[AGENT][NEUTRAL] Effective date is [PII], Policy is active.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And with this policy, it is a secondary supplemental plan and prior authorization is not required.
[CUSTOMER][POSITIVE] OK, great. Thanks for that details.
[CUSTOMER][NEUTRAL] So no prior authorization is required for all of them CPT codes, right?
[AGENT][NEUTRAL] We don't require prior authorization for this policy.
[CUSTOMER][NEUTRAL] Oh, OK, no issue. Well noted. And how spell your first name and last name, sir?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] And can I get the call reference number?
[AGENT][NEUTRAL] Uh, you may use my name in today's date if you like.
[CUSTOMER][POSITIVE] Yeah, thanks.
[CUSTOMER][NEUTRAL] Your first name and last name will be the call reference number, right?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK and is there anything else I can assist you with today?
[CUSTOMER][POSITIVE] Thank you so much. Have a.
[CUSTOMER][POSITIVE] No, thank you so much. I appreciate your help and assistance.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Have a wonderful rest of your day.