AccountId: 011433970860
ContactId: eeed97c6-2a72-4f31-8872-b631d1688f96
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 162050 ms
Total Talk Time (AGENT): 64429 ms
Total Talk Time (CUSTOMER): 71944 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/eeed97c6-2a72-4f31-8872-b631d1688f96_20250624T16:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I am calling.
[CUSTOMER][NEUTRAL] From Mercy South Sleep Lab and I'm trying to find out if a home sleep study requires pre-certification.
[AGENT][NEUTRAL] OK, uh, I can see if, uh, pre-certification is required. What was your name? I'm sorry.
[CUSTOMER][NEUTRAL] [PII], and your name?
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] And then [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and then do you have that policy number?
[CUSTOMER][NEUTRAL] I do. It is um 02556250.
[AGENT][NEUTRAL] OK, and what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Last name is [PII] First name is [PII]
[AGENT][NEUTRAL] OK, and then did you have her date of birth?
[CUSTOMER][NEUTRAL] I do. It's [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying all of that, [PII]. Uh, so of course this policy is active. Effective date was [PII], and this is a secondary medical policy that is uh very dependent on whoever she has as her primary medical as long as they are willing to pay this policy can so no pre-certification or uh authorization is required. It just follows her major medical.
[CUSTOMER][NEUTRAL] Sure
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It follows major medical, so um.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, so no office needed.
[CUSTOMER][NEUTRAL] If they do not require an authorization.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Correct, as long as uh whoever she has as her primary is willing to pay this policy can.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, and [PII], what's the first initial of your last name please?
[AGENT][NEUTRAL] It's A
[CUSTOMER][NEUTRAL] And is there a reference number for this call?
[AGENT][NEUTRAL] Reference number would just be my first name, last initial, and today's date. And was there anything else I could help you with?
[CUSTOMER][POSITIVE] Uh, no, I thank you for your help. You have a good day.
[AGENT][POSITIVE] Of course, thanks for calling APL you too bye bye.
[CUSTOMER][POSITIVE] Take care. Thanks, bye.