AccountId: 011433970860
ContactId: 2c5b2c90-d931-49a2-b3c3-026eccd9da5e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 98139 ms
Total Talk Time (AGENT): 25676 ms
Total Talk Time (CUSTOMER): 42819 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=2.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/2c5b2c90-d931-49a2-b3c3-026eccd9da5e_20250616T14:14_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, sir. Hi, my name is [PII] and my initial is [PII], calling from the Beller Scott and White facility. Could you please help me with checking whether the member is active or not?
[AGENT][POSITIVE] Yes, [PII], I can help you with eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Sure. It is [PII].
[AGENT][NEUTRAL] OK, thank you. And you have the policy number for that patient?
[CUSTOMER][NEUTRAL] Yes, it is 02523686.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] The patient's first name is uh [PII] and the last name is [PII] with the date of birth [PII].
[AGENT][NEUTRAL] I show this policy is active effective [PII].
[CUSTOMER][NEUTRAL] OK. Thank you very much. And also I do have a CPT code. So could you please help me with checking whether the authorization is required or not for the CPT codes?
[AGENT][NEUTRAL] Um, we don't require prior off for any procedures.
[CUSTOMER][POSITIVE] OK, thank you very much. That's it and also can I have a call reference number for this conversation?
[AGENT][NEUTRAL] Uh, my name is, it's my name is [PII], first initial [PII] last name, [PII], and today's date.
[CUSTOMER][POSITIVE] Yes, thank you very much.
[AGENT][POSITIVE] OK, thanks for calling [PII]. Have a great day.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.