AccountId: 011433970860
ContactId: d61ecc40-8dcb-4f18-aaad-76e6ffffe100
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 174940 ms
Total Talk Time (AGENT): 67756 ms
Total Talk Time (CUSTOMER): 60804 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/d61ecc40-8dcb-4f18-aaad-76e6ffffe100_20250404T17:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good afternoon. How are you? My name is [PII]. I'm calling from Gastro Health trying to go through this issue required for a patient.
[AGENT][NEUTRAL] All right. I'm happy to help and check and see if prior authorization is needed. Uh, can I get the patient's policy number?
[CUSTOMER][NEUTRAL] Sure, um, give me one second.
[CUSTOMER][NEUTRAL] 686.
[CUSTOMER][NEUTRAL] 217.
[CUSTOMER][NEUTRAL] 02400.
[AGENT][NEUTRAL] OK. That's a little long for one of our policy numbers. Do you have their name or social?
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEUTRAL] Is [PII] [PII].
[AGENT][NEUTRAL] Can you spell the name, please?
[CUSTOMER][NEUTRAL] Yes. [PII]
[CUSTOMER][NEUTRAL] [PII] something like that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] The first name and what's the last name?
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] That's first name and last name is [PII].
[AGENT][NEUTRAL] OK. Let me take a look.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Mhm, no problem.
[AGENT][NEUTRAL] OK, so patient does have an active plan. Would you like the policy number?
[CUSTOMER][POSITIVE] Sure, thank you.
[AGENT][NEUTRAL] Uh, it's 0211.
[AGENT][NEUTRAL] 8983.
[AGENT][NEUTRAL] The effective date on this policy is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And we're the member's secondary insurance, so this is going to cover deductible, co-pay, co-insurance, the primary does not. No prior authorization is needed.
[CUSTOMER][NEUTRAL] OK, so notarization required for this procedure?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, let me have a reference number for this call, please.
[AGENT][NEUTRAL] Call references my name with my last initials in today's date. My name again is [PII], which is [PII]
[AGENT][NEUTRAL] And then my last initial to my name is [PII].
[CUSTOMER][POSITIVE] OK, thank you so much. OK, have a good day.
[AGENT][NEUTRAL] You too bye bye.
[CUSTOMER][NEUTRAL] Bye bye.