AccountId: 011433970860
ContactId: ae0f3cae-2d17-4258-9ec1-a1664450ae06
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 127620 ms
Total Talk Time (AGENT): 50089 ms
Total Talk Time (CUSTOMER): 30849 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/ae0f3cae-2d17-4258-9ec1-a1664450ae06_20250505T17:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi, you said your name is [PII]?
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Thank you. My name is [PII]. I'm calling from SSM Health. I'm checking on a procedure code to see if it requires prior off, please.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, I can help you with prior authorization and um Miss [PII], can I please get your call just in case our call is disconnected.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] [PII], [PII] 018287667.
[AGENT][NEUTRAL] OK, let me look up that.
[AGENT][POSITIVE] Patient real quick.
[AGENT][NEUTRAL] Just a moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, I just show that [PII] does have an active policy with us.
[AGENT][NEUTRAL] The effective date of the policy is [PII].
[AGENT][NEUTRAL] And no pre-authorization is required because this is not the primary insurance, not the major medical.
[CUSTOMER][NEUTRAL] OK, that's what I needed to know. And do you happen to have a call reference number?
[AGENT][NEUTRAL] Yes, you can use my name [PII] in today's date.
[CUSTOMER][POSITIVE] OK, perfect. Thank you.