AccountId: 011433970860
ContactId: 23e3beb8-0175-4242-891e-6e39b13a4ce5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 88540 ms
Total Talk Time (AGENT): 48571 ms
Total Talk Time (CUSTOMER): 31704 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/23e3beb8-0175-4242-891e-6e39b13a4ce5_20250505T20:24_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, I need to see if I, um, have to have a prior authorization for a CPT code of 74176.
[AGENT][POSITIVE] OK, I'm happy to check on that. Do you have the patient's policy number?
[CUSTOMER][NEUTRAL] I do, uh, policy number is 02564663.
[AGENT][NEUTRAL] All right, thank you. And then if I could grab your name for documentation, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, [PII].
[AGENT][NEUTRAL] What is patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] date of birth is [PII].
[AGENT][POSITIVE] Thank you so much. So patient is active. The effective date is [PII]. No prior authorization is required for the member's plan. It is a limited benefit plan, so it's gonna pay just a set amount depending upon what they're being seen for.
[CUSTOMER][NEUTRAL] OK, alright, is there a reference number for this call?
[AGENT][NEUTRAL] Absolutely, that's my name with my last initial and then today's date. My name again is [PII], that's [PII] Last initial is [PII].
[CUSTOMER][NEUTRAL] OK and you said today's date?
[AGENT][NEUTRAL] Mhm, yes, ma'am.
[CUSTOMER][POSITIVE] All right thank you so much.
[AGENT][POSITIVE] You're welcome have a good day.
[CUSTOMER][NEUTRAL] Bye you too bye bye.
[AGENT][NEUTRAL] But I