AccountId: 011433970860
ContactId: 17c76a9c-fe9e-4e6b-9baf-f2c121075c35
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 108069 ms
Total Talk Time (AGENT): 40637 ms
Total Talk Time (CUSTOMER): 40555 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/17c76a9c-fe9e-4e6b-9baf-f2c121075c35_20250203T17:05_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I'm calling to see if um if a patient has an active policy.
[AGENT][NEUTRAL] OK, I can help you with eligibility. Can I please get your name and your callback number?
[CUSTOMER][NEUTRAL] [PII] S for Sam callback number is [PII].
[AGENT][NEUTRAL] OK, thank you [PII] and what is the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK [PII]'s date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And her policy number please?
[CUSTOMER][NEUTRAL] That is 02370411.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy. Effective date is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, perfect. And is it possible can you tell me if some CPT codes require an author or do I need to speak with someone in the authorizations department?
[AGENT][NEUTRAL] Uh, it does not need authorization because it's not the primary insurance.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK perfect uh alright, is there a call reference number?
[AGENT][NEUTRAL] Yes, ma'am. You can use my name and today's date. My name is [PII].
[CUSTOMER][POSITIVE] Perfect thank you so much I appreciate it.
[AGENT][POSITIVE] You're welcome, [PII]. You have a good week. Thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you. You too. Bye bye.
[AGENT][NEUTRAL] Bye bye.