AccountId: 011433970860
ContactId: de622a55-a177-4d0f-823c-3c958265ddc7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 82059 ms
Total Talk Time (AGENT): 41117 ms
Total Talk Time (CUSTOMER): 33320 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/de622a55-a177-4d0f-823c-3c958265ddc7_20241230T18:27_UTC.wav
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[AGENT][NEUTRAL] Contacting APL, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from the Medical University of South Carolina. I am calling. I got a patient that is showing, um, American Public Life as a secondary insurance, and he is coming in for surgery. I need to know if he needs an authorization.
[AGENT][NEUTRAL] OK. Um, what is this policy number, please, [PII]?
[CUSTOMER][NEUTRAL] It is 02560355.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Uh [PII] [PII].
[AGENT][NEUTRAL] If I could have a callback number please ma'am in the event of um we're disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Now, this particular policy went into effect on [PII]. It is active. As long as he, as long as you have made that pre-authorization with their uh major medical and there is a deductible, co-payment or co-insurance, uh, then we are fine. You will not require, um,
[AGENT][NEUTRAL] Uh, the pre-authorization, uh.
[AGENT][NEUTRAL] For us.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now, is there anything else at all I can tell you about the secondary insurance or are we good?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Um, no, ma'am, that's gonna be it. Thank you very much.
[AGENT][POSITIVE] Thanks for contacting you too have a good day.