AccountId: 011433970860
ContactId: 3cb396c9-816c-4cf5-ad97-2b5d9847f107
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 189539 ms
Total Talk Time (AGENT): 90851 ms
Total Talk Time (CUSTOMER): 61933 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/3cb396c9-816c-4cf5-ad97-2b5d9847f107_20250409T20:23_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APPL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, ma'am. I was calling to see if an authorization will be needed for a patient.
[AGENT][NEUTRAL] OK, I can assist you with that. And may I have your name?
[CUSTOMER][NEUTRAL] [PII], and what was your name again?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And Ms. [PII], may I have a uh callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] The callback number to reach me back at.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] All right, thank you. And what is the patient's policy number?
[CUSTOMER][NEUTRAL] Policy number is 02569347.
[AGENT][NEUTRAL] Thank you. One moment, let me pull this information.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] OK, thank you, Mr. [PII]. And what type of services do you remember for authorization?
[CUSTOMER][NEUTRAL] Outpatient.
[AGENT][NEUTRAL] Outpatient facility or is it a test or?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] It's outpatient facility, um.
[CUSTOMER][NEUTRAL] Outpatient facility for an echocardiogram.
[AGENT][NEUTRAL] OK, got you. All right, um.
[AGENT][NEUTRAL] Authorization is not gonna be required. Now, um, more than likely that's not covered under the policy. I'm trying to see if it's covered or not. One moment.
[CUSTOMER][NEUTRAL] I saw that it was a limited benefit plan, so I figured it probably wasn't.
[AGENT][NEUTRAL] It is.
[AGENT][NEUTRAL] Mhm. Yeah, it doesn't look like it is because we don't cover um
[AGENT][NEUTRAL] Outpatient facilities unless it's like um a surgery.
[CUSTOMER][NEUTRAL] Emergency or yeah or workers' comp or something is what it said.
[AGENT][NEUTRAL] Surgery, just surgery. Mhm. Yeah.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, so no outpatient benefits, so they'll be considered self-pay correct, Miss. [PII].
[AGENT][NEUTRAL] No.
[AGENT][POSITIVE] Correct, that's correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And can I get a call reference?
[AGENT][NEUTRAL] We don't have reference numbers you can use my name in today's state if you will. Do you need the spelling of my name or any other information?
[CUSTOMER][NEUTRAL] [PII] last initial [PII]
[AGENT][NEUTRAL] Yes, that's it.
[CUSTOMER][POSITIVE] OK, well thank you so much. So no outpatient benefits patient will be self pay. Well, have a great day.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You have
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] UL and thank you for calling APL. Have a good afternoon, Miss [PII].
[CUSTOMER][POSITIVE] Thank you. Mm bye.
[AGENT][POSITIVE] You're welcome. Bye-bye.