AccountId: 011433970860
ContactId: 311f2861-6cff-490c-a719-f47aad08e881
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 234940 ms
Total Talk Time (AGENT): 75197 ms
Total Talk Time (CUSTOMER): 69982 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/311f2861-6cff-490c-a719-f47aad08e881_20250528T21:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. My initially my last name is [PII], calling from the doctor's office. I have a CPT code. I want to check whether the CPT requires an authorization or not. Could you please help me with that?
[AGENT][NEUTRAL] Yes, [PII], I can help you with um eligibility and benefits. May I please get your callback number, sir, and your facility name?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] My callback number is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is the facility name?
[CUSTOMER][NEUTRAL] Just a moment for the facility.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] Yup, the facility name is Corona Advanced Imaging.
[AGENT][NEUTRAL] OK. And then may I please have the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] OK. The patient's policy number is 03182025DL.
[CUSTOMER][NEUTRAL] And the patient's first name is [PII] and the last name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] OK, let me pull up this policy real quick.
[AGENT][NEUTRAL] OK, that policy is not pulling up for me. Do you see another number on the for the member or have their social?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] All right, let me see if I can um.
[AGENT][NEUTRAL] Find them by their name.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, what state does [PII] live in?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] OK, I do not have a Dorsey.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] [PII] in my system from [PII] and that um policy number that you gave me does not look like it's one of ours.
[AGENT][NEUTRAL] It has that DL on the end.
[CUSTOMER][NEUTRAL] Uh, just a moment. May I know your name?
[AGENT][NEUTRAL] That's not one of our numbers.
[AGENT][NEUTRAL] Yes, my name is [PII]
[CUSTOMER][NEUTRAL] Sorry
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] Sorry, uh, unable to pull the number, right?
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] May I know the call reference?
[AGENT][NEUTRAL] Yes, you can use my name and today's date.
[CUSTOMER][POSITIVE] Thank you, thank you for your assistance and have a great day. Bye-bye.
[AGENT][POSITIVE] You too, [PII] you have a wonderful day and thank you for calling APL. Bye bye sir.
[CUSTOMER][NEUTRAL] OK