AccountId: 011433970860
ContactId: e92ecf60-cf9f-4254-9749-ec4ef81fdc47
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 135399 ms
Total Talk Time (AGENT): 80125 ms
Total Talk Time (CUSTOMER): 45159 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/e92ecf60-cf9f-4254-9749-ec4ef81fdc47_20250312T13:13_UTC.wav
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[AGENT][NEUTRAL] Contacting APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning um I was just calling to see if I was gonna need prior authorization for a patient.
[AGENT][NEUTRAL] OK, I can certainly look up and see whether we need a pre-op or not. With whom am I speaking, please?
[CUSTOMER][NEUTRAL] My name is [PII] Last initial [PII].
[AGENT][NEUTRAL] [PII]?
[AGENT][NEUTRAL] Hey, thank you. OK, [PII], what is that policy number that we're looking at, please?
[CUSTOMER][NEUTRAL] Um, do you want their ID number?
[AGENT][NEUTRAL] Yes, it should begin with a 01 or 02. It's uh.
[CUSTOMER][NEUTRAL] OK, it's 02582808.
[AGENT][NEUTRAL] Thank you, and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] Ep ERP, her last name.
[AGENT][NEUTRAL] And her, her date of birth, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, I appreciate that. Thank you. And the only other thing I need is just a callback number while I'm looking this up, uh.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII], the policy first of all went into effect on [PII]. It is active. Now you're asking about a pre-authorization. Uh, they are not required on these policies. This is a limited life, a limited benefit policy, and, uh, it's, it's not major medical. Um, what it does is it will pay a very specific uh amount of money for the approved services, so a pre-authorization is not required, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, it's just that it's, it's not, it's not major medical. There's no deductible, no co-payment, co-insurance. Uh, it's just that it, it pays a flat rate benefit for the approved services, but you do not need a pre-authorization. Now, is there anything else at all that I can tell you about this hospital indemnity policy?
[CUSTOMER][POSITIVE] OK, awesome.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Um, no, ma'am, I just needed confirmation of that. Um, do you happen to have a reference number for this call?
[AGENT][NEUTRAL] Yes, my name is [PII]. The first letter of my last name is [PII], and we're going to use that in today's date as our reference.
[CUSTOMER][POSITIVE] Awesome thank you so much [PII] have a good rest of your day.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You too, thanks for contacting
[CUSTOMER][NEUTRAL] Bye-bye.