AccountId: 011433970860
ContactId: 1cd40f18-ae28-4773-971c-4b23f973b2e6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 200710 ms
Total Talk Time (AGENT): 71000 ms
Total Talk Time (CUSTOMER): 58260 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/1cd40f18-ae28-4773-971c-4b23f973b2e6_20250528T17:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and the last name is [PII]. I'm calling from the doctor's office. I just want to check if the CPD code require operation or not. Could you please help me with that?
[AGENT][NEUTRAL] I'm sorry, could you restate that?
[CUSTOMER][NEUTRAL] I just want to check if the CPT code require operation or not.
[AGENT][NEUTRAL] OK, and then can I get a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] It's 01848882.
[AGENT][NEUTRAL] One moment while I look that up, [PII].
[AGENT][NEUTRAL] And can you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII] Date of birth [PII].
[AGENT][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] And you were wanting to know if we have pre-authorization?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, for this policy, it's secondary gap insurance, so it will only be based off of the primary insurance. So we don't have primary authorization.
[AGENT][NEUTRAL] Or prior authorization, I'm sorry.
[CUSTOMER][NEUTRAL] So you don't require operation or you don't have an operation?
[AGENT][NEUTRAL] We don't require it. You'll need to go through their primary insurance because this is secondary insurance.
[CUSTOMER][NEUTRAL] OK. And is member active?
[AGENT][NEUTRAL] I'm showing that this member is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] OK. And could you spell out your name?
[AGENT][NEUTRAL] It's [PII], last initial [PII].
[AGENT][NEUTRAL] In today's date if you're using the reference code.
[CUSTOMER][NEUTRAL] And uh
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. And what is the time?
[AGENT][NEUTRAL] I'm sorry, what was that?
[CUSTOMER][NEUTRAL] Which time zone do you follow?
[AGENT][NEUTRAL] Uh, we are Central.
[CUSTOMER][NEUTRAL] So right now it is [PII], correct?
[AGENT][NEUTRAL] I'm sorry, what was that?
[CUSTOMER][NEUTRAL] Right now it is [PII].
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK. And just want to confirm, even for an MRI for [PII] K, date of birth [PII], not required for an outpatient service since you are secondary, correct?
[AGENT][POSITIVE] Yes, sir, that is correct.
[CUSTOMER][POSITIVE] OK, and that's all for now. Thank you very much. Have a great trip ahead.
[AGENT][POSITIVE] Right, if there's nothing else I can help you with, thank you for calling APL and have a great day.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Alright bye.