AccountId: 011433970860
ContactId: d769cd37-0f20-4aa4-9574-fd69a14cb2c0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 102660 ms
Total Talk Time (AGENT): 49858 ms
Total Talk Time (CUSTOMER): 33028 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/d769cd37-0f20-4aa4-9574-fd69a14cb2c0_20250224T22:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Ana Medical Facility, and I'm calling to see if a patient is still active with benefits and also to see if prior authorization is required.
[AGENT][NEUTRAL] OK, I can help you with benefits and authorization, Ms. [PII]. What is your callback number, ma'am, just in case our call is disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] It's [PII] Date of birth is [PII].
[CUSTOMER][NEUTRAL] ID number 02135063.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] Alright, I do show that [PII] does have an active policy and her effective date is [PII]. She does not need prior authorization because this is not the primary insurance.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And this is a supplemental insurance.
[CUSTOMER][NEUTRAL] Is there
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] Uh, it's a gap insurance that how.
[CUSTOMER][NEUTRAL] OK, is there a call reference number?
[AGENT][NEUTRAL] Yes ma'am ma'am, you can use my name, [PII], and today's date.
[CUSTOMER][POSITIVE] Alright thank you so much.
[AGENT][POSITIVE] You're welcome, Ms. [PII]. You have a good day and thanks for calling APL.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.