AccountId: 011433970860
ContactId: f26c7b60-bd12-427d-a65d-dd9defcfc79f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 166399 ms
Total Talk Time (AGENT): 53313 ms
Total Talk Time (CUSTOMER): 45199 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/f26c7b60-bd12-427d-a65d-dd9defcfc79f_20250606T16:40_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. I hope you can. This is [PII] calling from the facility. I was checking to see if a patient's plan needs a uh prior authorization, but he is not a supplemental, uh, he don't have a supplemental policy.
[AGENT][NEUTRAL] OK, and I'm sorry, what was your name?
[CUSTOMER][NEUTRAL] It's [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] [PII] direct.
[AGENT][NEUTRAL] And do you have their policy number?
[CUSTOMER][NEUTRAL] 02506695
[AGENT][NEUTRAL] Thank you. Hold on one moment, please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] And the date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And you wanted to know if pre-authorization was required for this policy?
[CUSTOMER][NEUTRAL] Yeah for CPT code.
[AGENT][NEUTRAL] OK, hold on one moment, let me check that for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hold on one moment, I'm sorry.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] OK, actually, we do not administer this policy, so I can give you the phone number to web TPA.
[AGENT][NEUTRAL] They do, they do the claims on this policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] All right, thank you for your help I appreciate it.
[AGENT][POSITIVE] Thank you for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.