AccountId: 011433970860
ContactId: ddc10c85-dad8-439f-afdf-64e2df5ff0ee
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 106069 ms
Total Talk Time (AGENT): 52599 ms
Total Talk Time (CUSTOMER): 34766 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/ddc10c85-dad8-439f-afdf-64e2df5ff0ee_20250304T17:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good, hi [PII]. My name is [PII]. I'm calling to see um if prior authorizations required when this is listed as a secondary coverage or is prior authorization required in general in reference to diagnostic imaging.
[AGENT][NEUTRAL] Sure, I can see if authorization is required. Uh, what he said, can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] I do 02439239.
[AGENT][NEUTRAL] OK, and then what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. Uh, so this policy is active. Effective date was [PII], and this is a secondary medical policy, so it is very dependent on major medical. If uh major medical is willing to pay, this policy can. If they don't, then this policy can't. So no authorization is required as long as major medical can pay.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And is there a call reference number, [PII]?
[AGENT][NEUTRAL] Uh, it would just be my first name, last initial, and today's date. Um so my name is spelled [PII], last initial is [PII] And was there anything else I can help you with?
[CUSTOMER][POSITIVE] No, ma'am, you've been a great help. Thank you so much.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You do the same.
[AGENT][POSITIVE] Thank you, bye bye.
[CUSTOMER][NEUTRAL] Bye bye.