AccountId: 011433970860
ContactId: fd4e1977-8d44-45dd-9ea8-8d0a39d457b1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112940 ms
Total Talk Time (AGENT): 45940 ms
Total Talk Time (CUSTOMER): 52060 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/fd4e1977-8d44-45dd-9ea8-8d0a39d457b1_20250623T12:18_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 Norton or, uh, Norton Hospitals, and I was calling to see if we need to obtain prior authorization for a patient, uh, having surgery, um.
[CUSTOMER][NEUTRAL] In a couple of days
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, I'm happy to check on benefits here. Uh, do you have the policy number?
[CUSTOMER][NEUTRAL] Uh yes
[CUSTOMER][NEUTRAL] Let me go back here.
[CUSTOMER][NEUTRAL] Too many screens open. OK, so the policy number that I have is 02449775.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] All right, thank you. And then for documentation, do you have a good callback number, please?
[CUSTOMER][NEUTRAL] Uh yes, it is [PII].
[AGENT][NEUTRAL] Thank you. And then if I can get the uh patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII], and his date of birth is [PII].
[AGENT][NEUTRAL] Thank you. So patient is active. Effective date is [PII]. Uh, no prior authorization is needed. We're the member's secondary insurance.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah, I just wanted to confirm because sometimes they do require you.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] No. No.
[CUSTOMER][NEUTRAL] And I'm sorry, just for my documentation, can I get your name one more time please?
[AGENT][NEUTRAL] Yeah, not a problem. My name is [PII], that's [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And [PII], is there a reference number for this call by any chance?
[AGENT][POSITIVE] Absolutely you can use my name with today's date as a call reference.
[CUSTOMER][POSITIVE] All right well thank you very much I appreciate your assistance.
[AGENT][POSITIVE] You're welcome. Have a good day, [PII].
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Goodbye.