AccountId: 011433970860
ContactId: d5a7aa24-af3e-4c05-aa6b-4ffea2deb477
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 103260 ms
Total Talk Time (AGENT): 59398 ms
Total Talk Time (CUSTOMER): 35808 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/d5a7aa24-af3e-4c05-aa6b-4ffea2deb477_20250423T21:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, um, this is [PII] calling from Iowa Healthcare, um, just calling to see if I need to submit a prior op for a CT brain scan for patients.
[AGENT][NEUTRAL] Sure, I can see if prior authorization is required. Um, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, uh, that is 01848859.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] Um, that is [PII], uh, [PII] [PII].
[AGENT][NEUTRAL] Got it. OK, thank you for verifying that. Uh, so this policy is of course active. Uh, effective date was [PII], um, for [PII], it was, uh, active, of course, on his birthday. Um, so this is a secondary medical policy. It is designed to help with co-pay, deductible and co-insurance after major medical pays, and as it is very dependent on major medical, uh, no authorization is required as long as major medical is willing to pay, this policy can.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, um, and your name again and a call reference please?
[AGENT][NEUTRAL] Sure, reference number would just be my first name, last initial, and today's date. Uh so my name is spelled [PII] And was there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] OK. Uh, that, that was it. Thank you.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Take care.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye