AccountId: 011433970860
ContactId: 4606175b-888c-4368-944d-17fc0dcfe992
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 149759 ms
Total Talk Time (AGENT): 67536 ms
Total Talk Time (CUSTOMER): 47720 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/4606175b-888c-4368-944d-17fc0dcfe992_20250609T16:20_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh, hi, good morning. Uh, this is [PII] and I'm calling from the office of Dr. [PII], and I have a patient that's gonna have an upcoming surgery, and I wanted to know if, uh, two CPT codes required authorization.
[AGENT][POSITIVE] OK, sure, I can assist you with that information, Miss [PII]. Um, may I have a callback number just in case we get disconnected? You're welcome.
[CUSTOMER][POSITIVE] Thank you ma'am.
[CUSTOMER][NEUTRAL] Sure, it is area code [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][POSITIVE] Yes, uh, let me get that for you.
[CUSTOMER][NEUTRAL] It is 01868817.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] It's uh [PII] [PII].
[AGENT][POSITIVE] OK, perfect. Thank you.
[AGENT][NEUTRAL] All right. And let's see, this is gonna be an outpatient surgery in an outpatient facility or it's gonna be in, in an office?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] It's an outpatient.
[AGENT][NEUTRAL] Outpatient facility. OK. All right. And let me see, so you say you need authorization, M S. OK, this particular policy is one of our secondary supplemental plans to the major medical. So authorization is not gonna be required for any surgery in an outpatient facility.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, that's all I needed then can I have a reference number? I'm sorry.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will. Do you need the spelling of my name or any other information?
[CUSTOMER][NEUTRAL] Uh, yes, please. The spelling of your name?
[AGENT][NEUTRAL] OK, my name is [PII]. Sure. That's [PII].
[CUSTOMER][POSITIVE] Perfect thank you so much for your help.
[AGENT][POSITIVE] You're welcome and thank you for calling ATL. Have a good day, Miss [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.