AccountId: 011433970860
ContactId: ba6cd856-8150-42a5-8492-adb14246fa01
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112660 ms
Total Talk Time (AGENT): 49580 ms
Total Talk Time (CUSTOMER): 39031 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/ba6cd856-8150-42a5-8492-adb14246fa01_20250618T17:22_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII], and I'm calling to see if one of your members has a uh any needs a prior authorization for a couple of CPT codes.
[AGENT][NEUTRAL] OK, I can certainly look that up. And uh [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] Policy number is 912963.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] What was your name again? I didn't catch it.
[AGENT][NEUTRAL] OK, my name is [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK. This is a secondary or gap insurance that um
[AGENT][NEUTRAL] Went into effect on [PII], it is active, but pre-authorization is not required on these policies.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Because they're a secondary or gap insurance. So you would need to check with their major medical whether it needs a pre-authorization, but you do not need to check with us. We do not require a pre-authorization.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Great, yeah, they do not either um, [PII], can I just have the first initial of your last name and a call reference number please?
[AGENT][NEUTRAL] Yes, my name is [PII]. Uh, I'm sorry, the first letter of my last name is [PII]. We're gonna use that today's date, uh, [PII] as a reference.
[CUSTOMER][POSITIVE] Thank you so much, appreciate your time.
[AGENT][POSITIVE] OK, thank you for contacting me too. Have a good day.