AccountId: 011433970860
ContactId: f54983e3-ed88-48f3-a472-ce528c6b7e50
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 374320 ms
Total Talk Time (AGENT): 104620 ms
Total Talk Time (CUSTOMER): 93210 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/f54983e3-ed88-48f3-a472-ce528c6b7e50_20250428T16:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I'm calling from the facility. I to check and see if CBT requires authorization, not sure if I have the right number. I mean the right location.
[AGENT][NEUTRAL] OK, yes ma'am, now I can help you, um, I will need to transfer you to our claims department though, um, but do you happen to have the policy number?
[CUSTOMER][NEUTRAL] I need to speak to somebody in the claims department in regards to what? I'm sorry.
[AGENT][NEUTRAL] Um, you said that you needed a code.
[AGENT][NEUTRAL] Or to verify if um to, I'm sorry to.
[CUSTOMER][NEUTRAL] Not that I need to
[CUSTOMER][NEUTRAL] CCTVization.
[CUSTOMER][NEUTRAL] Yeah, but let me first verify that this is your patient because I have a whole lot of um.
[CUSTOMER][NEUTRAL] Insurance is listed for the screen. I don't even know what insurance is. So let me see if you all do have the patient that you on your policy. Um, the policy number I have is 22579023.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you. And I am so sorry, but can you give me your name again?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and do you mind if I get a callback number from you?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][POSITIVE] OK, thank you. I appreciate that.
[AGENT][NEUTRAL] OK. And I do have this policy pulled up. Can you give me the insured's name?
[CUSTOMER][NEUTRAL] Oh [PII], this is [PII]. Can you hold for one quick second for me please?
[CUSTOMER][POSITIVE] Thank you. And what do you need now?
[AGENT][NEUTRAL] The name of the insured?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, yes ma'am, and we do have a policy for him.
[CUSTOMER][NEUTRAL] Is it active?
[AGENT][NEUTRAL] Uh, yes, it is, um, it was effective January of this year and, um, and it's current and active.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Could you hold on for 1 2nd for me please, ma'am?
[AGENT][NEUTRAL] OK, yes, sir, and I will go ahead and check to see if we need any kind of pre-authorization.
[CUSTOMER][POSITIVE] OK, thank you, and I'll be right back with you.
[AGENT][POSITIVE] OK. Yes, ma'am. Thank you.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] I'm back.
[AGENT][NEUTRAL] OK, and I did check on this policy and since it is a gap policy, we do not need any kind of pre-authorization um for anything.
[AGENT][NEUTRAL] But if you need to know the
[CUSTOMER][NEUTRAL] And you said uh what what what's your name again?
[AGENT][NEUTRAL] Uh, of the policy.
[CUSTOMER][NEUTRAL] Now I said, what is your name?
[AGENT][NEUTRAL] Oh, I'm sorry, it's [PII].
[CUSTOMER][NEUTRAL] [PII] and first [PII] your last name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And you said no preacher is required?
[AGENT][POSITIVE] That's right, yes ma'am, because this plan pays.
[CUSTOMER][NEUTRAL] Is the insurance with the um.
[AGENT][POSITIVE] I'm so sorry.
[CUSTOMER][NEUTRAL] OK, and the effective date is [PII], right?
[AGENT][POSITIVE] That is right. Yes, ma'am. That's right.
[CUSTOMER][NEUTRAL] OK, you said it's plan pay for what you said?
[AGENT][NEUTRAL] It pays copays and deductibles, um, but if you needed specifics I can send you to someone in our claims department, OK.
[CUSTOMER][NEUTRAL] I know
[CUSTOMER][NEUTRAL] I'm just preacher darling, so no pre research required. Thank you, um, [PII].
[AGENT][POSITIVE] Right. You are welcome. You are welcome. Can I do anything else for you?
[CUSTOMER][POSITIVE] No, ma'am, you have a wonderful day.
[AGENT][POSITIVE] You too, Ms. [PII], and thank you for calling APL.
[CUSTOMER][NEUTRAL] OK, bye.
[AGENT][NEUTRAL] Bye.