AccountId: 011433970860
ContactId: e3558bfc-b751-4bdf-bf77-e7e2acd72437
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 79080 ms
Total Talk Time (AGENT): 47050 ms
Total Talk Time (CUSTOMER): 21888 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/e3558bfc-b751-4bdf-bf77-e7e2acd72437_20250226T14:43_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] This is [PII] at Ashner Medical Center. Um, I needed to see if an authorization is required for a patient.
[AGENT][NEUTRAL] I'm sure, [PII] I can assist you with benefits. Um, first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] 01997051
[AGENT][NEUTRAL] Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Is [PII] [PII].
[AGENT][NEUTRAL] OK. And just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII] and it's still active, and this is for secondary gap insurance, so there's no authorization required because we go by the primary insurance guidelines.
[CUSTOMER][NEUTRAL] OK, great. And can I get your name?
[AGENT][NEUTRAL] Um, yes, my name is [PII]. It's spelled [PII] and my last initial is [PII]. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] That's it. Thanks so much.
[AGENT][POSITIVE] OK, thank you, [PII] for calling ATL. You have a great day, bye.
[CUSTOMER][NEUTRAL] You too bye