AccountId: 011433970860
ContactId: e03f58ac-f3d6-44ac-99fe-1fdd6103dba9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 337320 ms
Total Talk Time (AGENT): 71364 ms
Total Talk Time (CUSTOMER): 129069 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/e03f58ac-f3d6-44ac-99fe-1fdd6103dba9_20250617T14:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] This is [PII] with Summit and what did you say your name was?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, alright, hold on just a moment.
[CUSTOMER][NEUTRAL] What's your last uh the initial to your last name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And how can I help you today?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I need to check, uh, you guys are the second entrance for uh [PII] for uh constipation. So uh I was just checking to see if pre-service required on that.
[AGENT][NEUTRAL] Uh, pre-certification is not required on, on our part.
[CUSTOMER][NEUTRAL] Done outpatient
[CUSTOMER][NEUTRAL] OK, outpatient no required 4741777 is that right?
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] Right, we don't, we don't do pre-authorization or we don't require it.
[CUSTOMER][NEUTRAL] OK, outpatient, no proof required.
[CUSTOMER][NEUTRAL] For tests, right?
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Or just this test?
[AGENT][NEUTRAL] No, no, uh, not for, uh, any, any of the tests.
[CUSTOMER][NEUTRAL] Any test? OK.
[AGENT][POSITIVE] Correct. Mhm.
[CUSTOMER][NEUTRAL] OK, no outpatient, no proof that required for any uh.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, what about like if it if it were a PET scan or something like that, would that require it?
[AGENT][NEUTRAL] No, would you like me to see if those are um.
[AGENT][NEUTRAL] And her policy is covered service?
[CUSTOMER][NEUTRAL] So outpatient no required for just the the 741777.
[CUSTOMER][NEUTRAL] You could look if you want to.
[AGENT][NEUTRAL] OK, what is her policy number?
[CUSTOMER][NEUTRAL] Uh, that number is, uh, let me see here.
[CUSTOMER][NEUTRAL] 01838933
[AGENT][NEUTRAL] OK, let me look that up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what was her name?
[CUSTOMER][NEUTRAL] That is uh [PII] 62073.
[AGENT][POSITIVE] OK, thank you so much.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Great, it looks like this policy um was had an effective date of July, I'm sorry, [PII] and it lapsed on [PII].
[AGENT][NEUTRAL] I'm not showing any other.
[AGENT][NEUTRAL] Policies
[AGENT][NEUTRAL] Oh, I'm sorry, it, it lapsed on [PII]. I'm sorry.
[CUSTOMER][NEUTRAL] OK, so the 0.
[CUSTOMER][NEUTRAL] OK, so 0183838933 um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am, that policy lapsed on the the [PII].
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Um, are.
[CUSTOMER][NEUTRAL] On January what?
[AGENT][NEUTRAL] First
[CUSTOMER][NEUTRAL] Policy expired on [PII].
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Rena
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Or
[CUSTOMER][NEUTRAL] No PA required. Now [PII]. you have a reference number?
[AGENT][NEUTRAL] So we don't do call reference numbers, but you can use my name and last initial in today's date, so [PII] in today's date.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 8 and today's date and the time, right?
[CUSTOMER][NEUTRAL] And what time do you have?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] I have [PII].
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] [PII] central time.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, thank you very much.
[AGENT][POSITIVE] Great, thank you for calling APL [PII]. Have a great day.
[CUSTOMER][NEUTRAL] Bye bye.