AccountId: 011433970860
ContactId: cb7b57a2-e727-44a9-8926-8ceb9fcea439
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 104160 ms
Total Talk Time (AGENT): 43702 ms
Total Talk Time (CUSTOMER): 43450 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/cb7b57a2-e727-44a9-8926-8ceb9fcea439_20250530T20:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, I was just wondering if you guys require authorizations as a secondary payer.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, I could check um for you um may I please get your name, your callback number and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Sure. My first name is [PII] I went to Nova Healthcare [PII].
[CUSTOMER][NEUTRAL] And a good phone number is [PII].
[AGENT][NEUTRAL] OK, and then what is the member's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Member's name is [PII].
[CUSTOMER][NEUTRAL] Policy, well, date of birth is [PII], um, and then the policy is 1381794.
[AGENT][NEUTRAL] OK, let me pull up [PII] real quick.
[AGENT][NEUTRAL] OK. [PII] um does not need a prior authorization. This is not his major medical insurance, but it does, um, it is, is filed, uh, second to the primary.
[CUSTOMER][NEUTRAL] OK, perfect. Can I just get a reference number?
[AGENT][NEUTRAL] Yes ma'am, you can use my name [PII] and today's date.
[CUSTOMER][POSITIVE] Perfect thank you [PII] I appreciate it.
[AGENT][POSITIVE] You too, Miss [PII] you have a wonderful weekend. Thank you for calling APL.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye-bye, ma'am.