AccountId: 011433970860
ContactId: d152f732-100c-4d0d-a351-90e2229de661
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 204320 ms
Total Talk Time (AGENT): 77489 ms
Total Talk Time (CUSTOMER): 57328 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/d152f732-100c-4d0d-a351-90e2229de661_20250331T14:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, yes sir, I was calling to see if I can initiate an authorization request.
[AGENT][NEUTRAL] OK. Uh, let me take a look. Do you have the patient's policy number?
[CUSTOMER][NEUTRAL] Um, yes, um, the policy number is.
[CUSTOMER][NEUTRAL] 002069161
[AGENT][NEUTRAL] OK, give me just one moment, let me pull that up here.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] And then if I can get the patient name and date of birth?
[CUSTOMER][NEUTRAL] Um, Ms. [PII], date of birth is [PII].
[AGENT][POSITIVE] Thank you so much. OK.
[AGENT][NEUTRAL] All right, so the patient is active. The effective date if you need that is [PII]. No pre-authorization is needed. Is the patient, are you guys just wanting to send one for cost breakdown?
[CUSTOMER][NEUTRAL] Um, what he's receiving, um.
[CUSTOMER][NEUTRAL] Um, incisions for his cancer diagnosis. And so, and you said no all required for that?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm mm, no pre-op is required, no.
[CUSTOMER][NEUTRAL] For outpatient services done in the infusion center.
[AGENT][POSITIVE] Correct, yes. Yes, ma'am. That's correct, yes.
[CUSTOMER][NEUTRAL] Just making sure.
[CUSTOMER][NEUTRAL] OK, so no prior authorization is required. Does anything on this, um, anything require authorization on the policy?
[AGENT][NEUTRAL] No, I believe, let me pull this really quickly here. One moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, so the patient has with us is um a hospital indemnity plan. So this does not require any sort of pre-authorization. It's just gonna pay the set amount depending upon what they're being seen for. It doesn't change. Um, it's just that set amount.
[CUSTOMER][NEUTRAL] OK, so, uh, chemo, um, treatments do not require authorization, OK.
[AGENT][POSITIVE] Correct, correct.
[CUSTOMER][NEUTRAL] Alright, and then [PII], can I get the first and your last name and a reference number for the call?
[AGENT][NEUTRAL] Absolutely. Uh, first initial to my last name is [PII]. The call reference is going to be my name with my last initial and then just today's date, which is [PII].
[CUSTOMER][POSITIVE] OK, all right, thank you.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] Um bye bye.