AccountId: 011433970860
ContactId: ada48dba-dc8d-437a-8108-475814352c43
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 151059 ms
Total Talk Time (AGENT): 80628 ms
Total Talk Time (CUSTOMER): 39385 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/ada48dba-dc8d-437a-8108-475814352c43_20250328T14:45_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Wanted to see if a pre-cert was needed.
[AGENT][NEUTRAL] OK, and can you repeat your name again, please, sir?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], OK, and [PII], can I please get your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, and how can I help you today?
[CUSTOMER][NEUTRAL] Just want to see if they need a pre-cert for a nuclear um treadmill test.
[AGENT][NEUTRAL] OK. All right, I can check pre-cert for you, [PII]. Can I please get the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] That's [PII], um, [PII].
[CUSTOMER][NEUTRAL] ID is 02304631.
[AGENT][NEUTRAL] OK, let me pull that up for us real quick.
[AGENT][NEUTRAL] And real quick, can you give me the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Mercy Medical.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] All right, I do show that this policy for [PII] is no longer active. The policy terminated on [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, OK, thanks.
[AGENT][NEUTRAL] Um, uh, he does have an active policy. Let me give you that policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It is 259.
[AGENT][NEUTRAL] 7054.
[CUSTOMER][NEUTRAL] So he doesn't have the insurance though.
[AGENT][NEUTRAL] He does. Um, just that policy number that you gave me lapsed, so a new one was issued and the new one, that policy number is the 2597054.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And pre-cert is not required. This is not a major medical plan.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then is there a reference number?
[AGENT][NEUTRAL] Yes sir, you can use my name [PII] and today's date.
[CUSTOMER][POSITIVE] OK thanks.
[AGENT][POSITIVE] You're welcome have a great weekend and thank you for calling PL.
[CUSTOMER][POSITIVE] You too thanks bye.
[AGENT][NEUTRAL] Bye-bye.