AccountId: 011433970860
ContactId: f18b56da-35a5-4822-bac9-ad3e2e645afd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 111519 ms
Total Talk Time (AGENT): 57418 ms
Total Talk Time (CUSTOMER): 32133 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/f18b56da-35a5-4822-bac9-ad3e2e645afd_20250417T16:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] My name is [PII]. I'm calling from Duke University Hospital. I need to see if a patient requires pre-certification for a radiology procedure.
[AGENT][NEUTRAL] Sure, I can see if pre-certification is required. Uh, [PII], can I get a good call back from you first and we're disconnected?
[CUSTOMER][NEUTRAL] Your phone is going in and out now.
[AGENT][NEUTRAL] Oh, I'm sorry, can you hear me?
[CUSTOMER][NEUTRAL] It is a little bit yeah what did you say?
[AGENT][NEUTRAL] Uh, 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] 021562223
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. So this policy is active. Effective date was [PII].
[AGENT][NEUTRAL] And as this is a secondary medical policy, it is designed to help with co-pay, deductible and co-insurance after major medical pays. It is very dependent on their major medical. As long as they're willing to pay, this policy can, so no authorization or pre-certification is required.
[CUSTOMER][NEUTRAL] OK, and what was your name again sorry?
[AGENT][NEUTRAL] It's OK, [PII] is there anything else I could help you with, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Your last initial.
[AGENT][NEUTRAL] A
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] Of course, thanks for calling AP you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you, bye bye.