AccountId: 011433970860
ContactId: 02de268a-f570-4536-ad2b-d29941b7cc66
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 287779 ms
Total Talk Time (AGENT): 138825 ms
Total Talk Time (CUSTOMER): 87236 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/02de268a-f570-4536-ad2b-d29941b7cc66_20250220T21:38_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hi, um, I I sent a pre-authorization out for a patient and I was wondering what the status was on it.
[AGENT][POSITIVE] OK, I'd be glad to help you. Go and give me your name and the member's policy number, please.
[CUSTOMER][NEUTRAL] Uh, my name is [PII], and the member ID.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, it's 00766457.
[AGENT][NEUTRAL] Alright, [PII], thank you for that information. Now while I'm pulling this up, go ahead and give me a good return telephone call number.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Alright, [PII], thank you so much for all that information. Now, what is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It is [PII] in [PII].
[AGENT][NEUTRAL] Alrighty, thank you for all that information, [PII]. Now you're checking on a pre-shirt that you sent on on [PII], is that correct? OK, when did you send it in?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] I sent it on.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh, so it's recent. OK, let's see.
[AGENT][NEUTRAL] [PII]. What was it for and how much was it for?
[CUSTOMER][NEUTRAL] It, uh, let me get there just one second.
[CUSTOMER][NEUTRAL] It was for.
[CUSTOMER][NEUTRAL] A bridge
[CUSTOMER][NEUTRAL] And the amount was 4350.
[AGENT][NEUTRAL] All righty, so I don't see it.
[AGENT][NEUTRAL] Done yet. I see a 120 paid. OK, let me go pull up.
[AGENT][NEUTRAL] And see if I see it in the key. So hang on just a second.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Oh
[AGENT][NEGATIVE] You said it was for a bridge? What, what code did you send in? I, I'm kidding you.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Um, let me do do do do get there.
[CUSTOMER][NEUTRAL] It was codes.
[CUSTOMER][NEUTRAL] Um, 6750.
[CUSTOMER][NEUTRAL] On 36,750 on 6 and 6240 on 4.
[AGENT][NEUTRAL] Yep, I do see that. I do see that. OK. So let's see, 1450 each charge looks like, right?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, let's see.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, yeah, because your pre-treat, I'm gonna tell you what the pre-treat say is, um, and what each codes allowed. The 6750 is going to allow 382.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] 624-0 is going to allow 3:35 even.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I don't see the other code on there. Let me pull up this claim number. OK, then that's it. Mhm.
[CUSTOMER][NEUTRAL] They're both 6750.
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][NEUTRAL] There's 2 6750s and 1 6240.
[AGENT][NEUTRAL] Mhm, yeah, that's it.
[CUSTOMER][NEUTRAL] So they'll cover 382 for both 6750s?
[AGENT][NEUTRAL] Yes, that's what you, that's what the pre-treat and of course I can only state this information cannot guarantee benefits over the phone, but that is what your pre-treat is showing, yes ma'am.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, is there a way I can get that um faxed to me?
[AGENT][POSITIVE] Yes, give me a good fax number, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh, [PII], let me repeat that back to my back, make sure I'm keying this in correctly. Area code [PII]. Was that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Alrighty, [PII], give me about 5, 10 minutes and you should be getting that fax back and is that all I can help you with?
[CUSTOMER][NEUTRAL] OK, yep, that'll be it.
[AGENT][POSITIVE] OK, [PII], well thanks for calling APO and you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you you as well.
[AGENT][POSITIVE] Yes, ma'am. Thank you, ma'am. Bye-bye.
[CUSTOMER][NEUTRAL] Yep bye bye.