AccountId: 011433970860
ContactId: cc493933-72ca-4740-a130-507b0d19ec41
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 144399 ms
Total Talk Time (AGENT): 51933 ms
Total Talk Time (CUSTOMER): 68949 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/cc493933-72ca-4740-a130-507b0d19ec41_20250401T13:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Um, my name is [PII] and I'm calling from a provider's office, um, because I see that an insurance plan was added to one of our patients. Um, they have surgery today, and I don't know um if this patient needs to get authorizations for surgery or where, where I need to go through to check that.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. I can help you with that. Um, do you have a good callback number, [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am, and it's a direct line at [PII].
[AGENT][NEUTRAL] And do you have a patient, uh, policy number?
[CUSTOMER][NEUTRAL] I do. It is policy number 01661549.
[AGENT][NEUTRAL] And what's that patient name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII] [PII].
[AGENT][NEUTRAL] Um, it looks like [PII] is the insured. Do you have a different name for the
[AGENT][NEUTRAL] Newborn
[CUSTOMER][NEUTRAL] Oh, [PII] is also the patient's middle name. First name is [PII]. [PII].
[AGENT][POSITIVE] OK, perfect. Thank you so much. Oh, no worries, no worries. Um, OK, so it does not require prior off. Do you need eligibility or benefits?
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] Um, probably not. Is this a uh insured primary or is this a secondary?
[AGENT][NEUTRAL] Uh, this is a secondary policy, so be sure when you file the claim, you have the primary explanation of benefits, um, submitted as well. This will work to pick up potentially deductible co-pay and co-insurance after primary pays.
[CUSTOMER][POSITIVE] I got you. Perfect. OK, yeah, in that case, I guess I don't need anything. um, maybe just a reference number for the call if you provide that.
[AGENT][NEUTRAL] Yeah, a reference number is just my name, [PII], first initial [PII] as in dog of last name, and then today's date.
[CUSTOMER][POSITIVE] Gotcha. OK. I guess that's all I need then. Thank you so much for your help.
[AGENT][POSITIVE] OK, well, thank you for calling APL [PII]. I have, I hope you have a great day.
[CUSTOMER][POSITIVE] You too. Thank you. Bye.
[AGENT][NEUTRAL] Bye.