AccountId: 011433970860
ContactId: 13798661-588a-4582-ab92-a9c6c33d04f1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 163190 ms
Total Talk Time (AGENT): 53837 ms
Total Talk Time (CUSTOMER): 60519 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/13798661-588a-4582-ab92-a9c6c33d04f1_20250519T15:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. My initial last name is [PII]. I am calling from the provider's office. Could you help me with the prior authorization?
[AGENT][NEUTRAL] Yeah, I can see if authorization is required.
[AGENT][NEUTRAL] Uh, [PII], can I get a good call back number from you first in case we're disconnected please?
[CUSTOMER][NEUTRAL] Yeah, so it's [PII].
[AGENT][NEUTRAL] OK, thank you and then do you have the policy number?
[CUSTOMER][NEUTRAL] Yeah, I have the member ID is 02621563.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] My name is [PII] and the date of birth.
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. So this policy is active. Effective date was [PII], and this is a limited indemnity medical plan, so no authorization is required.
[CUSTOMER][NEUTRAL] OK, good. Uh, so.
[CUSTOMER][NEUTRAL] Could you check with the CPT code or no need of CPT?
[AGENT][NEUTRAL] I am unable to check specific uh CPT codes, but I can tell you again no no procedures uh require authorization under this policy.
[CUSTOMER][NEUTRAL] OK. Can I have the, can I have your name?
[AGENT][NEUTRAL] Sure, it's uh spelled [PII] do you have any other questions for me, [PII]?
[CUSTOMER][NEUTRAL] Uh, can I have your, uh, initial to the last name?
[AGENT][NEUTRAL] The last initial is [PII]
[CUSTOMER][NEUTRAL] Hey.
[CUSTOMER][NEUTRAL] Uh, call reference number?
[AGENT][NEUTRAL] Reference number would just be my first name, last initial, and today's date.
[CUSTOMER][POSITIVE] OK. Thank you. That's all I needed. Have a great day.
[AGENT][NEUTRAL] Of course.
[AGENT][POSITIVE] You too. Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Yeah