AccountId: 011433970860
ContactId: cd024948-cdba-4cbb-ab1f-9b6bb893c95a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 105379 ms
Total Talk Time (AGENT): 51766 ms
Total Talk Time (CUSTOMER): 41932 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/cd024948-cdba-4cbb-ab1f-9b6bb893c95a_20250210T16:19_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], this is [PII]. I'm calling from ECU Health, um, Gastro in [PII]. I need to, um, doing prior authorization for a patient.
[AGENT][NEUTRAL] OK, we just need to see if authorization is required.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and I'm sorry you said your name was [PII]?
[CUSTOMER][NEUTRAL] [PII], yes.
[AGENT][NEUTRAL] OK, uh, can I get a good call back number from you first in case we're disconnected please?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, thank you and then do you have the policy number?
[CUSTOMER][NEUTRAL] Uh yes, that is 0188.
[CUSTOMER][NEUTRAL] 8320.
[AGENT][NEUTRAL] OK, thank you. And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] That is [PII], birthday, [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that. Uh, so this policy is active. Effective date was [PII], and this is a limited indemnity medical plan. So with that there are no co-pays, uh, no deductibles, and no authorization required.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, good.
[CUSTOMER][NEUTRAL] OK, well that is, that is everything I need. Can I get an authorization or reference number for this call?
[AGENT][NEUTRAL] Sure, reference number would just be my first name, last initial, and today's date. Uh so my name is spelled [PII] Last initial is [PII] Was there anything else I could help you with?
[CUSTOMER][POSITIVE] No, ma'am, that'll work thank you so much.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] Alright, how
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.