AccountId: 011433970860
ContactId: e191e2ce-0020-4897-b03b-d9210fb92d27
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 106879 ms
Total Talk Time (AGENT): 52032 ms
Total Talk Time (CUSTOMER): 34290 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/e191e2ce-0020-4897-b03b-d9210fb92d27_20250114T21:01_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] with the mercy prestart department. I have a patient that a providers ordered a test for. I'm just decided to see if a prior authorization is required.
[AGENT][NEUTRAL] OK, I can help you with prior authorization. um Ms. [PII], can you give me your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then what's the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the policy number, please?
[CUSTOMER][NEUTRAL] 022 03148
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I've got the policy pulled up. Um, there is not a pre-cert that needs to be done for this policy because it's not the major medical insurance.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But that policy number had lapsed, so let me give you the uh active policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's 244.
[AGENT][NEUTRAL] 0285.
[CUSTOMER][NEUTRAL] OK, and when did that um become active?
[AGENT][NEUTRAL] On [PII].
[CUSTOMER][NEUTRAL] OK, so that's 244-028-5.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're welcome. You have a good day, Ms. [PII]. Thanks for calling APL. Bye-bye, ma'am.
[CUSTOMER][POSITIVE] You too bye bye thank you bye bye.