AccountId: 011433970860
ContactId: 3ad69074-52fa-49e7-a027-5f1e50d7a57a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 159479 ms
Total Talk Time (AGENT): 43916 ms
Total Talk Time (CUSTOMER): 66045 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/3ad69074-52fa-49e7-a027-5f1e50d7a57a_20250211T16:16_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] and I'm with Baptist De Guinness Health Hospitals research department. Um, I had a patient who was seen last week for surgery, and I'm just needing to see if a fluoroscopy X-ray code would have needed outpatient pre-cert.
[AGENT][NEUTRAL] OK, spell your first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], OK. And what's the policy number, [PII]?
[CUSTOMER][NEUTRAL] Um, they told me over at benefits that you, it may not be the same with what's on the patient's card, so they said I might have to use the patient's name, date of birth, and social.
[AGENT][NEUTRAL] What is the policy number on the card?
[CUSTOMER][NEUTRAL] D43410142
[AGENT][NEUTRAL] OK, and spell the patient's first and last name for me?
[CUSTOMER][NEUTRAL] [PII], last name [PII]
[AGENT][NEUTRAL] OK, you're fading out. Can you repeat the last name for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, that's better. And what's a good phone number, [PII], in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. What state does the patient reside?
[CUSTOMER][NEUTRAL] They reside in the state of [PII].
[AGENT][NEUTRAL] [PII], OK. One moment.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what is [PII]'s date of birth?
[CUSTOMER][NEUTRAL] Her date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that information. I have the policy number for American Public Life. Let me know when you're ready.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] It's 235-6765 and you're wanting to know if pre-authorization is required?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] It's not required.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] All right. Anything else, [PII]?
[CUSTOMER][POSITIVE] No, you're good. Have a great day. Thanks.
[AGENT][POSITIVE] All righty. Thank you for calling. You too.