AccountId: 011433970860
ContactId: d757d52e-e7d8-4b57-9191-697f18aef373
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 93940 ms
Total Talk Time (AGENT): 34339 ms
Total Talk Time (CUSTOMER): 39169 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/d757d52e-e7d8-4b57-9191-697f18aef373_20250403T18:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi sir, my name is [PII]. How are you doing today?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] I'm doing good. Um, I am calling from the provider's office. Uh, not sure if I have the right, uh, uh, if I press the right button. I'm calling regarding an, oh, excuse me, an authorization or check the status if a patient does require prior authorization.
[AGENT][POSITIVE] No problem.
[AGENT][NEUTRAL] OK, yeah, I can check to see if prior authorizations needed [PII]. Do you have their policy number?
[CUSTOMER][NEUTRAL] Ah yes, the policy number, it is.
[CUSTOMER][NEUTRAL] Come on, put it up. Member ID number is 01867894.
[AGENT][NEUTRAL] Thank you. And then patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. So the patient is active. The effective date on this is [PII] if you need that. No prior authorization is needed for the member plan. This is a limited benefit plan, so it's gonna pay a set amount depending upon what the patient's being seen for, nothing additional.
[AGENT][NEUTRAL] Are you still there, [PII]?