AccountId: 011433970860
ContactId: ec1b7409-857f-4074-b35c-151bea058acc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 154759 ms
Total Talk Time (AGENT): 41410 ms
Total Talk Time (CUSTOMER): 85769 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/ec1b7409-857f-4074-b35c-151bea058acc_20250519T17:43_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. How are you today?
[AGENT][POSITIVE] I'm doing good. How are you?
[CUSTOMER][POSITIVE] Um, I'm doing well, thank you.
[CUSTOMER][NEUTRAL] So I work for a doctor's office and I am trying to track down if pre-certification is needed. I've called the pre-cert number and all they say is that they.
[CUSTOMER][NEGATIVE] They don't do pre-certification. All they do is um negotiate the affordable price to be paid. So I called this number and I talked to a Tory who then gave me, which I didn't realize that she transferred me back to the same number that I've already talked to where.
[CUSTOMER][NEUTRAL] They just make sure that the doctor is in network, the facility is in network, and they, they don't receive any kind of bill or negotiate all they do is negotiate.
[CUSTOMER][NEUTRAL] Can you help me? Does that make sense? I'm just
[AGENT][NEUTRAL] If I can, I can get you the right person. What was your name?
[CUSTOMER][NEGATIVE] It's [PII]. It's spelled [PII]
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected I can call you back.
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have their policy number?
[CUSTOMER][NEUTRAL] Yes, it is 02624598.
[AGENT][NEUTRAL] Thank you. Hold on one moment, please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And the patient's name?
[CUSTOMER][NEUTRAL] It's uh [PII].
[AGENT][NEUTRAL] And her date of birth.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And you were wanting to know if we require pre-authorization?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] No, ma'am. This policy does not require pre-authorization.
[CUSTOMER][NEUTRAL] Oh, that is music to my ears. All right, [PII], can I just get a reference number for this call, please?
[AGENT][NEUTRAL] We do not have reference numbers. You can use my name in today's date. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Nope, that is all I needed, honey. Thank you so much. You have a wonderful rest of your day.
[AGENT][POSITIVE] Thank you, [PII] for calling APL. You as well.
[CUSTOMER][NEUTRAL] Mhm bye bye.
[AGENT][NEUTRAL] Bye-bye.