AccountId: 011433970860
ContactId: a7d9368c-333e-401f-982f-053a99fbd157
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 176429 ms
Total Talk Time (AGENT): 68329 ms
Total Talk Time (CUSTOMER): 36209 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/a7d9368c-333e-401f-982f-053a99fbd157_20250624T17:26_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, I am calling to see if authorization is needed for a sleep study.
[AGENT][NEUTRAL] OK. Sure, I can assist you with authorization. And may I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I see. And may I have a callback number just in case we get disconnected Miss [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes it is.
[CUSTOMER][NEUTRAL] 912963.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And may I have the name of the facility you're calling from for my notes?
[CUSTOMER][NEUTRAL] It is Prisma Health Sleep Disorder Center.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Yeah, OK. Thank you.
[AGENT][NEUTRAL] OK, so let's see. This one is a secondary policy. Let me check and see if the sleep study is covered.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Is this center affiliated to a hospital?
[CUSTOMER][NEUTRAL] Yes, we bill as an outpatient hospital.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] Yeah authorization is not required. Now this does not guarantee a payment. It's just a verification, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] We are just a secondary policy.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So no authorization needed um.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK, if I could just get your name and a call reference number.
[AGENT][NEUTRAL] Sure. My name is So. That's [PII], last initial [PII], and we don't have reference numbers. You can use my name in today's date.
[CUSTOMER][POSITIVE] OK, thank you so much for your help.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You're welcome and thank you for calling APO. Have a good day, Miss [PII].
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][POSITIVE] You're welcome. Thank you. Bye-bye.