AccountId: 011433970860
ContactId: e391570b-ab87-452b-9a42-fbec84a5c72f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 225199 ms
Total Talk Time (AGENT): 81042 ms
Total Talk Time (CUSTOMER): 161400 ms
Interruptions: 7
Overall Sentiment: AGENT=0.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/e391570b-ab87-452b-9a42-fbec84a5c72f_20250226T21:23_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII]. My last name initial [PII]. I'm calling from Advent Health Imaging Facility. I'm here to check the preauthorization requirement for the patient. Could you please help?
[AGENT][NEUTRAL] Sure, [PII], I can assist you with that. Can I have a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] [PII]. And the policy number is 02003942 M as in Mike L as in Lima 7.
[AGENT][NEUTRAL] [PII], give me that policy number again.
[CUSTOMER][NEUTRAL] Yeah, it's uh it's uh 02003942 M as in Mike, L as in Lima, 7.
[AGENT][NEUTRAL] OK, so give me that policy number one more time without the 0 because I'm not pulling up a policy.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] It's 200.
[CUSTOMER][NEUTRAL] 3942
[CUSTOMER][NEUTRAL] M as in Mike. L as in Lima, 7.
[AGENT][NEUTRAL] There's a number missing out of that policy number. Could you verify that policy number to make sure that you're providing me with the correct policy number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm. But here, that's what I have for a moment. Yeah, just a moment. I'm here to check that.
[AGENT][NEUTRAL] Could you look on the card to verify?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Maybe
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It's 022.
[CUSTOMER][NEUTRAL] 03942 [PII] as in Mike, L as in Lima, [PII].
[AGENT][NEUTRAL] OK, so you've missed giving me the two, you gave me 2003942 in the beginning, so the correct policy number is 2203942, correct?
[CUSTOMER][NEUTRAL] She's on
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. I will fill in the insurance card, so I.
[AGENT][NEUTRAL] Could you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] And [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And you're calling to verify if there's a pre-authorization required. This is a gap insurance so no pre-authorization is required for services.
[CUSTOMER][NEUTRAL] OK. May I know the valid dates? Is it active or not?
[AGENT][NEUTRAL] This policy has been active since [PII] and it's currently active.
[CUSTOMER][NEUTRAL] Mhm. Could you please spell your name for the documentation purpose? sorry.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Sorry, could you please repeat?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm mhm mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm. And last name initial?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And could you please uh tell me the call reference for this call?
[AGENT][NEUTRAL] We don't provide those unfortunately, however, you can use my name in today's date as a reference.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK. Thank you, [PII]. Have a nice day. Bye-bye.
[AGENT][POSITIVE] You're welcome, [PII]. Thanks for calling APL. You have a great one as well. Goodbye.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah