AccountId: 011433970860
ContactId: 0e210ce0-8f64-4f93-994e-4dcc2a3c24ad
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 147449 ms
Total Talk Time (AGENT): 44147 ms
Total Talk Time (CUSTOMER): 47422 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/0e210ce0-8f64-4f93-994e-4dcc2a3c24ad_20250110T14:39_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. Um, I'm calling from the doctor's office to see if an authorization is required for a patient.
[AGENT][NEUTRAL] OK, sure, I can assist you with authorization, Ms. [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] OK, that is.
[CUSTOMER][NEUTRAL] 02440960
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yes, that is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Thank you. And what type of service has been rendered for authorization?
[CUSTOMER][NEUTRAL] This is a abdomen ultrasound.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I can give you a CPT code if you need that.
[AGENT][NEUTRAL] Is this gonna take place in our office city?
[CUSTOMER][NEUTRAL] No, this is gonna take place in an outpatient facility.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Outpatient hospital.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, Ms. [PII], um, it is a non-covered service under this policy for an ultrasound outpatient facility.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] This is a limited policy.
[CUSTOMER][POSITIVE] OK. All right, thank you.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] Nope, that was all.
[AGENT][POSITIVE] OK, well thank you for calling APO. Have a good day.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.