AccountId: 011433970860
ContactId: ceebd68e-5a78-4ac9-ba89-8cbeb42e57fe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 179949 ms
Total Talk Time (AGENT): 69797 ms
Total Talk Time (CUSTOMER): 91460 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/ceebd68e-5a78-4ac9-ba89-8cbeb42e57fe_20250620T14:49_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, good morning. This is regarding to a patient who has um.
[CUSTOMER][NEUTRAL] Your insurance as a secondary insurance and this patient uh is scheduled for have a um surgery and we need to know if you guys require authorization for this uh procedure so um so you can guys cover her.
[AGENT][NEUTRAL] OK, sure. I can assist you with the authorization for surgery. And may I have your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Miss [PII], may I have your call back number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 14
[CUSTOMER][NEUTRAL] 20538.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] Date of birth [PII].
[AGENT][NEUTRAL] OK, perfect. Thank you, Ms. [PII]. All right. And, and this is one of our secondary supplemental plans for the major medical authorization is not gonna be required for for an outpatient surgery.
[CUSTOMER][NEUTRAL] Not required, not required for outpatients.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Procedure, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And uh this patient has coverage uh from 1 to 1.
[AGENT][NEUTRAL] The effective date on the policy is, let's see, [PII]. It is active at the moment as a secondary policy to the major medical.
[CUSTOMER][NEUTRAL] Second insurance, OK, is there any way that you can fax, uh, this to me saying that you don't require an authorization?
[AGENT][NEUTRAL] We don't have a way of faxing that information over.
[CUSTOMER][NEUTRAL] OK, no problem, and may I have the reference number?
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] We don't have reference numbers. Now you can use my name in today's date if you will. Do you need the spelling of my name or any other information?
[CUSTOMER][POSITIVE] Appreciate that, yes, if you can spell your name for me.
[AGENT][NEUTRAL] Sure. That's [PII].
[CUSTOMER][NEUTRAL] Mhm [PII].
[CUSTOMER][NEUTRAL] OK, and uh also so we can proceed with the surgery and just uh submit this to you guys as a secondary, correct?
[AGENT][POSITIVE] Correct, yes. Mhm.
[CUSTOMER][POSITIVE] Thank you I appreciate your information, OK?
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, is there anything else on you too. Thank you for calling ATL. All right. You're welcome. Bye-bye.
[CUSTOMER][POSITIVE] OK, have a good day.
[CUSTOMER][POSITIVE] No, we're fine thank you bye.