AccountId: 011433970860
ContactId: ed0544f9-1c34-4985-bb20-cb1bc45818de
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 134250 ms
Total Talk Time (AGENT): 48498 ms
Total Talk Time (CUSTOMER): 54101 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/ed0544f9-1c34-4985-bb20-cb1bc45818de_20250121T13:48_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, hi, [PII]. My name is [PII]. I'm calling from Bellas Hotel facility. I have a patient, I want to verify the patient is active or not, and I have CPD code. I need to know whether the authorization is required or not. Could you please repeat that?
[AGENT][NEUTRAL] Yes, I can help you with verification and free authorization is required. May I get the spelling of your name, please?
[CUSTOMER][NEUTRAL] Sure, it is [PII], initial is [PII]
[AGENT][NEUTRAL] Thank you. And go go in case this call is disconnected, may I have your call back number?
[CUSTOMER][NEUTRAL] Sure, it is [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number, please?
[CUSTOMER][NEUTRAL] Uh, sure.
[CUSTOMER][NEUTRAL] And I'm ready for this patient is 018.
[CUSTOMER][NEUTRAL] 96422.
[AGENT][NEUTRAL] Thank you, and that was 01896422?
[AGENT][NEUTRAL] And may I have the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes. His name is [PII] and the date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, I do show this is meddling coverage, so this coverage is secondary. I do show it's currently active effective [PII]. Since this coverage is secondary, pre-authorization will be required by their major medical, not by us, since we're secondary.
[CUSTOMER][NEUTRAL] OK. Uh, for this one, patient is active and authorization is not required, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, just give me a moment.
[CUSTOMER][NEUTRAL] Uh, can you spell out your name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Can you the last name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Is there any reference number for this patient there?
[AGENT][NEUTRAL] No, it'll be just my name. Is there anything else I can assist you with today, Goku?
[CUSTOMER][NEUTRAL] I can
[CUSTOMER][NEUTRAL] Uh, nothing else. Thanks. Bye-bye.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. You have a good day bye.