AccountId: 011433970860
ContactId: b66ee217-b587-4baa-8cee-a2336499a40b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 129779 ms
Total Talk Time (AGENT): 78430 ms
Total Talk Time (CUSTOMER): 54715 ms
Interruptions: 2
Overall Sentiment: AGENT=2.5, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/b66ee217-b587-4baa-8cee-a2336499a40b_20250226T18:04_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Uh, yes ma'am. My name is [PII]. I'm calling from Charlottesville Eye Associates. We have a patient.
[CUSTOMER][NEUTRAL] Who has you guys insurance as her secondary to her anthem, and we're gonna be doing two laser procedures for her and I need to find out if she needs any kind of authorization for those.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, [PII], I'll be glad to help you. Go ahead and give me a good policy number, please, ma'am.
[CUSTOMER][NEUTRAL] OK, that number is 02287982.
[AGENT][POSITIVE] Alrighty, [PII], thank you so much for all that information. Now while I'm pulling this up, go ahead and give me a good return telephone call number.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] All right, [PII], thank you so much. What's your patient's name and date of birth today?
[CUSTOMER][NEUTRAL] I am [PII]. Birthday is [PII].
[AGENT][NEUTRAL] All right, [PII], thank you so much for all that information. It looks like [PII] is the insured on this medical supplemental plan. I do show her original effective date is [PII]. She is current and active, but I must advise, excuse me, I must advise that verification of coverage is not a guarantee of payment on the claim, but you're wanting to see if it requires pre-start. Is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] No, ma'am. Nothing here requires pre-cert at all. We're just her supplemental plan.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, no pre-cert. All right, and your name was [PII]?
[AGENT][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] Yes, ma'am. My name is [PII] and is that all that I can help answer for you today, [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am. Is there a reference number for our call?
[AGENT][NEUTRAL] No, we don't give reference number, [PII], but you can use my name in today's date if you need to do so, OK?
[CUSTOMER][POSITIVE] OK, sounds good. And that's [PII]?
[AGENT][NEUTRAL] No E, but yes ma'am.
[CUSTOMER][POSITIVE] OK, I was close. I never can spell somebody's name right, never fails. All right, thank you very much for your help.
[AGENT][POSITIVE] All right. Yes, ma'am. I know, me either, don't feel bad. Oh, yes, ma'am, [PII]. Well you have a great day.
[AGENT][NEUTRAL] Yeah, OK. Yes, ma'am. Mhm. Bye-bye.
[CUSTOMER][POSITIVE] You too. Thank you. Bye-bye.